Responsibilities

• Customer Communication Strategy (Marketing & Service)
• Partner with business teams to define communication strategies that support both customer engagement and operational outcomes.
• Own discovery for communication needs, clarifying intent, audience, timing, channel, and desired customer action.
• Translate strategy into journey-based and event-based communication plans, including sequencing, channel mix, personalization approach, and suppression logic.
• Transactional & Operational Communications Leadership
• Provide strategic oversight for triggered and event-based communications to ensure clarity, timeliness, and customer-centered design.
• Ensure operational communications are easy to understand and reduce customer effort and inbound contacts.
• Align transactional communications with marketing touchpoints to create a cohesive customer experience, especially at high-impact moments such as renewal or service events.
• Communications Governance & Controls
• Lead governance for customer contact, ensuring adherence to brand standards, compliance requirements, privacy and consent expectations, accessibility standards, and channel rules.

Requirements

• Significant experience in CRM communications, customer communications strategy, lifecycle marketing, or Customer Experience communications.
• Experience leading complex, cross-functional initiatives spanning marketing and operational communications.
• Strong ability to translate business strategy into execution-ready requirements in partnership with technology teams.
• Demonstrated experience with communications governance and stakeholder alignment.
• Strong analytical skills with the ability to connect insights to action.
• Exceptional written and verbal communication skills with strong editorial judgment.

Preferred

• Experience spanning both marketing CRM journeys and transactional communications.
• Familiarity with CRM and marketing automation concepts such as segmentation, triggers, journeys, personalization, suppression, and testing.
• Experience applying Generative AI to communications workflows with governance and quality controls.
• Experience with scalable content operations models and editorial standards.

Benefits

• 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.