Consultant, Customer Experience

Nationwide•Columbus, OH

2d•Hybrid

About The Position

As a consultant within the Office of the Chief Customer Officer, you will be advancing Nationwide’s mission to be the most customer-centric protection company. Through collaboration across teams on customer insights, goal state customer experience designs, and experience frameworks, and by practicing various research methodologies, you'll help us understand our customers, define opportunity areas, equip the business with tools and insights, and inspire change. Your ability to learn quickly about customer and business needs, synthesize information and tell a compelling story will be key to your success. We'll count on you to be a dedicated advocate for the customer, be passionate about influencing experiences that help people and be driven to cultivate that same passion in your peers and business partners!

Requirements

Undergraduate degree in customer experience, human-centered research, design research, design thinking or related field preferred.
Typically, 5-7 years professionally practicing some aspect of human-centered design, Customer Experience or consulting.
Proven knowledge of strategy concepts and research methodologies.
Proven ability to use business and customer knowledge to diagnose areas of opportunity and recommend solutions.
Excellent verbal and written communication skills.
Expertise and practice of the fundamentals in a number of research methodologies, especially in-depth interviews and surveys and be able to identify the right methodology given the learning objective.
Comfortable explaining research findings and equipping business partners with actionable insights.
Ability to collaborate with the business, tell compelling narratives and influence others.
Can complete research or strategy tasks with oversight and guidance provided by leader.
Independently and proactively seeks out answers as needed.
Regularly and consistently demonstrates Nationwide Values.

Responsibilities

Collaborate with cross-functional teams to gather customer feedback, research and competitive intel.
Conduct data analysis to uncover trends and insights that can improve the customer experience.
Support journey mapping efforts and dig deep into underlying processes / ecosystems to diagnose pain points, root causes and illuminate potential solutions.
Contribute to the creation of compelling insight stories that drive targeted action.
Prepare and present findings to various audiences, including business practitioners and executives.
Assist in developing and implementing customer experience frameworks, methodologies and strategic roadmaps.
Support project management activities to ensure successful execution of initiatives.
Demonstrates proven expertise in research, strategy, and customer experience.
Displays an ability to equip business partners with quick wins and longer-term improvement opportunities.
Conducts qualitative and quantitative customer research to uncover insights about members and intermediaries; communicate progress and findings to an interdisciplinary working team.
Amplifies the customer’s voice using data, insights, success metrics and the power of storytelling.
Builds positive relationships with partners to influence priorities and solutions to improve the customer experience.
Leads presentations, facilitates discussion, orchestrates workshop development and facilitation, synthesizes conclusions, and offers continuous support.
Drives project momentum and discipline through organized documentation, communication and accountability.
Anticipates obstacles and project team needs proactively.
Analyzes and synthesizes data across different Voice of the Customer sources to diagnose insights and construct a compelling narrative that links insights to action.
May perform other responsibilities as assigned.