[Hiring] Journey Design Expert @Allstate

Role Description

The Journey Design Expert drives the design of customer experiences by improving existing journeys and creating new ones. They leverage data to identify opportunities for improvement and shape future-state experiences. This role requires deep expertise in assigned journey stages, along with a strong understanding of customer needs and the ability to translate those needs into actionable business requirements. The Journey Design Expert prioritizes work within their scope, partners with key stakeholders to drive alignment, and tracks progress using defined performance metrics.

Key Responsibilities

• Leverage internal and external customer data and insights to assess current-state experiences and define future-state opportunities.
• Identify knowledge gaps and lead efforts across the organization to design and execute new consumer research.
• Diagnose customer journey pain points, develop solutions, and design end-to-end experiences that improve customer outcomes.
• Apply user-centered design methods (e.g., ideation, journey mapping, prototyping, and test & learns) to iteratively refine and enhance journey designs.
• Partner with agile teams and business leaders to translate journey designs into clear customer-facing requirements and drive execution.
• Prioritize initiatives within the journey and influence alignment with key stakeholders and Allstate leadership.
• Define and track success through key performance indicators, and continuously monitor in-market feedback to optimize the experience post-launch.

Experience

• 7 or more years of experience (Preferred).

Supervisory Responsibilities

• This job does not have supervisory duties.

Functional Skills

• Demonstrated excellence in oral and written communication, with the ability to convey complex concepts clearly and succinctly.
• Solid knowledge and application of journey design and user-centered design methodologies (e.g., journey mapping, ideation, prototyping).
• Strong project and program management capabilities, with a systems-thinking mindset to navigate complex, cross-functional environments.
• Highly self-directed and proactive, with the ability to operate independently, prioritize effectively, and manage multiple initiatives simultaneously.
• Exceptional relationship management skills and strong organizational savvy to effectively navigate and influence across teams.
• Proven ability to influence and align stakeholders, crafting compelling narratives and materials that build trust and drive decisions with cross-functional partners and senior leadership.
• Strong strategic and analytical thinking, with the ability to synthesize insights, challenge assumptions, and solve complex business problems.

Skills

• Brand Experience Design
• Business Management
• Customer Experience (CX)
• Customer Experience Design
• Customer Experience Management
• Customer Journey
• Customer Relationship Management (CRM)
• Executive Leadership
• Prototyping

Compensation

• Compensation offered for this role is 110,000.00 - 181,025.00 annually and is based on experience and qualifications.

Additional Information

• The candidate(s) offered this position will be required to submit to a background investigation.
• Allstate generally does not sponsor individuals for employment-based visas for this position.
• Effective July 1, 2014, under Indiana House Enrolled Act (HEA) 1242, it is against public policy of the State of Indiana and a discriminatory practice for an employer to discriminate against a prospective employee on the basis of status as a veteran.
• Allstate provides a comprehensive technology setup, including a laptop, monitors, headset, keyboard, and mouse.
• Employees eligible to work from home also receive a monthly connectivity reimbursement to help offset internet costs.
• When working from home, you must have a dedicated, private workspace free from distractions, along with appropriate desk and seating. Reliable internet is required, with minimum speeds of 50 MB download and 5 MB upload.