Service Analyst supporting technology experiences for End User Computing at Allstate. Focused on go-to-market strategies and service improvement initiatives within a hybrid work model.
Responsibilities
Develop and execute go-to-market strategies for new End User Computing products and services, including defining value propositions, readiness plans, and adoption metrics.
Apply structured change methodologies (e.g. Prosci, ADKAR) to assess readiness, build awareness, and reinforce adoption across diverse user groups.
Partner with Change Champions to validate approach, gather feedback, and support adoption activities.
Support the adoption of AI-driven features within End User Computing products, ensuring readiness and user confidence.
Collect and analyze end-user feedback to identify pain points and improvement opportunities.
Translate insights into actionable recommendations for service and product teams.
Leverage AI-enabled analytics where applicable to identify trends and predict adoption challenges.
Develop and maintain Standard Operating Procedures (SOPs) and enablement playbooks to ensure consistent service delivery.
Drive continuous improvement initiatives aligned with user experience and business outcomes.
Represent the Voice of the Customer in product and service forums, influencing roadmaps with data-backed insights.
Build and maintain dashboards (e.g., Power BI) to track adoption, satisfaction, and service performance.
Provide actionable insights to leadership through regular reporting and analysis.
Requirements
2 years’ experience with change frameworks (ADKAR, Prosci) and adoption strategies.
2 years’ experience in creating structured documentation, adoption strategies, and leadership-ready reports.
2 years’ experience with Microsoft 365 tools (Teams, SharePoint, OneDrive, Outlook).
1 years’ experience in Power BI or Microsoft Power Package.
Benefits
A generous, flexible benefits package including annual leave, healthcare and dental cover, pension, and lifestyle discounts
Access to world-class learning platforms and award-winning L&D
Clear career paths, internal mobility, and a strong focus on growth
A people-first culture with flexible working options
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