As the Director of Customer Experience (CX) at Allstate, Susan Mena plays a pivotal role in shaping the company's approach to customer engagement and brand strategy. With a robust background in omnichannel marketing and advertising, Susan leads a dynamic team of 31 professionals, including the...
As the Director of Customer Experience (CX) at Allstate, Susan Mena plays a pivotal role in shaping the company's approach to customer engagement and brand strategy. With a robust background in omnichannel marketing and advertising, Susan leads a dynamic team of 31 professionals, including the Creative Services Department and various external creative resources. Her expertise lies in developing and implementing innovative customer experience strategies that are data-driven and focused on measurable outcomes.
Currently, Susan is spearheading key projects aimed at enhancing Allstate's Enterprise Customer Experience strategy, with a strong emphasis on digital-first initiatives. By leveraging her skills in strategic planning and data-driven test design, she is transforming the customer relationship marketing (CRM) landscape, ensuring that Allstate delivers personalized, one-to-one performance marketing that resonates with customers across multiple touchpoints.
In addition to her work in customer experience, Susan is deeply involved in brand strategy, identity, and environmental branding. She is committed to maintaining brand standards that reflect Allstate's core values while fostering a cohesive brand identity that stands out in a competitive market. Her collaborative approach has been instrumental in driving internal change, aligning cross-functional teams to work towards common goals that enhance customer satisfaction and loyalty.
Recognized for her award-winning creative strategies, Susan continues to push the boundaries of what is possible in customer experience and marketing, ensuring that Allstate remains at the forefront of industry innovation and excellence.
