Jobs and Careers

Business Architect – Customer Relationship Management & Customer Communications

USA - IL (Remote), United States, United StatesRemotefull_timeVerifiedPosted 23 Jul 2026

💰 $170,500/yr($100,000/yr – $170,500/yr)

About the role

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.