Home Job Search Business Architect – Customer Relationship Management & Customer Communications

Allstate

Business Architect – Customer Relationship Management & Customer Communications

Key aspects of the role:

Drive sales growth by engaging with interested prospective customers- all while working remote
No cold calling— Connect through inbound calls and proactive outbound calls with active insurance shoppers
Enjoy competitive compensation with a base salary + uncapped commissions
Sell reputable products from Allstate and our family of brands

Role overview

At Allstate, great things happen when our people work together to protect families and their belongings from life’s uncertainties. And for more than 90 years, our innovative drive has kept us a step ahead of our customers’ evolving needs. From advocating for seat belts, air bags and graduated driving laws, to being an industry leader in pricing sophistication, telematics, and, more recently, device and identity protection.

Job Description

The Business Architect – Customer Relationship Management & Customer Communications sits within the Customer Experience Transformation organization and is accountable for shaping, governing, and enabling customer communications across both marketing and transactional communications. This includes lifecycle and retention marketing communications as well as operational, event-based, and triggered service communications.

This role ensures customer communications are purpose-driven, coordinated, compliant, and measurable, so customers receive clear, timely, and relevant messages that support engagement, reduce friction, and improve enterprise outcomes.

This position does not include technology development. The role provides strategic direction, governance, and requirements leadership, partnering closely with business areas, marketing technology, and delivery teams to translate business intent into execution-ready plans and to ensure communications are delivered effectively within enterprise standards.

The role brings deep expertise in purpose-driven communications, modern content production, content strategy, and editorial leadership, and leverages Generative AI to responsibly accelerate content creation, variation, personalization, and optimization while maintaining strong governance, quality controls, and brand consistency.

Scope of Ownership

Communication strategy and governance across marketing and transactional communications

End-to-end coordination of customer contact across journeys, events, and channels

Editorial consistency, tone, and clarity across all customer-facing communications

Cross-functional alignment to prevent conflicting, duplicative, or mistimed communications

Measurement frameworks tied to engagement, effectiveness, and customer outcomes

Business-led enablement of Generative AI for communications with appropriate guardrails

Requirements leadership and business readiness for CRM-enabled communications executed by technology partners

Key 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.

Drive coordination across teams to reduce customer contact fatigue, message conflicts, and unintended confusion.

Establish and maintain intake, prioritization, and approval processes that balance speed, quality, and risk management.

Editorial Leadership & Content Strategy

Provide editorial leadership across all customer communications, ensuring messages are clear, consistent, and aligned to purpose and brand voice.

Define content strategy inputs such as messaging frameworks, tone guidance, modular content patterns, and reusable templates.

Enable modern content production practices that support scale while maintaining quality and clarity.

CRM Orchestration (Business-Led, Tech-Partnered)

Partner with delivery teams to translate strategy into execution-ready requirements, including business requirements, user stories, acceptance criteria, and testing scenarios.

Support delivery through validation, UAT, and post-launch optimization to ensure outcomes align with intent.

Ensure marketing and transactional communications operate as a coordinated system rather than isolated sends.

Measurement, Insights & Optimization

Define and operationalize KPIs for marketing and transactional communications, including engagement, conversion, retention, complaint rates, opt-outs, and contact fatigue indicators.

Analyze performance trends and translate insights into actionable improvements.

Lead test-and-learn approaches to continuously refine messaging, sequencing, and customer experience.

Generative AI for Communications

Leverage Generative AI to accelerate content ideation, drafting, versioning, and personalization with appropriate human oversight.

Define guardrails for AI-assisted communications, including quality standards, review requirements, and appropriate use cases.

Identify opportunities where AI improves speed, relevance, and effectiveness without increasing risk.

Leadership & Influence

Operate as an advisor to business partners, setting direction and raising the bar on communication quality and customer experience.

Influence across teams without direct authority through clarity, structure, and customer-first thinking.

Mentor peers and partners on communication strategy, governance, and requirements best practices.

Required Qualifications

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 Qualifications

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.

What Success Looks Like

Customers receive communications that are clear, relevant, and well-timed across marketing and service moments.

Marketing and transactional communications are coordinated and reinforce one another.

Governance enables faster delivery while maintaining compliance, quality, and customer trust.

Communication performance improves through measurable, insight-driven optimization.

Generative AI is used responsibly to increase speed and relevance without sacrificing quality or accuracy.

Role Note

This role resides within the business and strategy organization and does not include technology development. The Business Architect partners with technology teams for configuration and execution while remaining accountable for communication strategy, governance, requirements clarity, and customer outcomes.

Skills

Business, Communications Strategy, Content Creation, Customer Engagement, Customer Relationship Management (CRM), Digital Marketing, Marketing, Marketing Automation, Marketing Communications (MarCom), Marketing Operations, Marketing Programs, Strategic Direction, Technology Marketing

Compensation

Compensation offered for this role is 100,000.00 – 170,500.00 annually and is based on experience and qualifications.

The candidate(s) offered this position will be required to submit to a background investigation.

Joining our team isn’t just a job — it’s an opportunity. One that takes your skills and pushes them to the next level. One that encourages you to challenge the status quo. One where you can shape the future of protection while supporting causes that mean the most to you. Joining our team means being part of something bigger – a winning team making a meaningful impact.

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 by refusing to employ an applicant on the basis that they are a veteran of the armed forces of the United States, a member of the Indiana National Guard or a member of a reserve component.

For jobs in San Francisco, please click “here” for information regarding the San Francisco Fair Chance Ordinance.

For jobs in Los Angeles, please click “here” for information regarding the Los Angeles Fair Chance Initiative for Hiring Ordinance.

To view the “EEO Know Your Rights” poster click “here”. This poster provides information concerning the laws and procedures for filing complaints of violations of the laws with the Office of Federal Contract Compliance Programs.

To view the FMLA poster, click “here”. This poster summarizing the major provisions of the Family and Medical Leave Act (FMLA) and telling employees how to file a complaint.

It is the Company’s policy to employ the best qualified individuals available for all jobs. Therefore, any discriminatory action taken on account of an employee’s ancestry, age, color, disability, genetic information, gender, gender identity, gender expression, sexual and reproductive health decision, marital status, medical condition, military or veteran status, national origin, race (include traits historically associated with race, including, but not limited to, hair texture and protective hairstyles), religion (including religious dress), sex, or sexual orientation that adversely affects an employee's terms or conditions of employment is prohibited. This policy applies to all aspects of the employment relationship, including, but not limited to, hiring, training, salary administration, promotion, job assignment, benefits, discipline, and separation of employment.

Keys to Success

At Allstate, it’s all about teamwork, flexibility, and thinking ahead. We all contribute to the bigger picture, combining unique ideas to design innovative, more affordable protection solutions for customers.

We look for candidates with these skills to help us achieve that goal:

Learning agility
Quickly adapt to new situations, continually build new skills, experiment, and embrace new ways of doing things

Customer centricity
Deliver exceptional experience with a customer-first mindset and human-centered design

Digital literacy
Discover and apply emerging digital technology tools, data and insights.

Results-oriented
Start with measurable outcomes and drive results with speed

Inclusive leadership
Integrate diverse viewpoints into decision-making processes to enhance creativity and innovation

Together, we’re all working toward Our Shared Purpose, using our strengths to make a real difference for our people, our customers, our company, and the world around us.

Working in Sales

What We Do:
As an expert on our products and services, you can give customers personalized attention and innovative solutions to make their lives easier.

How We Support You:
Starting day one, you’ll have access to resources and incentives to keep you feeling challenged and excited about your careers.

Make An Impact:
As a member of our sales team, you’ll bring a sense of ease and support to customers looking for a better understanding of their protection options. Whether in the field or talking to customers over the phone, you’ll continue to build trust in who we are and what we do.

Working together

You’re in Good Hands® is more than a promise we make to our customers. It’s a promise we make to our employees, too.

We want you to love where you work. That starts with the freedom to be yourself. Our workplace flexibility and focus on individuality means everyone is seen, heard and respected.

When you join us, you’ll have the opportunity to push your skills to the next level with access to development programs to support your career aspirations – whatever that means for you. Because as you learn and grow, so do we.

Working here also means getting the chance to make a real impact in your community. We have been driving change for over 90 years, but the mark we leave on the world can be even greater when we work together.