Business Architect - Customer Relationship Management & Customer Communications

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.

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.

• 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

• 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.

• 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.

• 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.

• 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.

• 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.

• 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…