Business Architect – Customer Relationship Management & Customer Communications

Allstate is a company that has been protecting families for over 90 years through innovative solutions. They are seeking a Business Architect to shape and govern customer communications across marketing and transactional communications, ensuring clarity and effectiveness in messaging to enhance customer engagement and operational outcomes.

Responsibilities:

• 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 messaging, sequencing, and customer experience
• 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
• 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

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
• 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