Consultant, Customer Information Management Activation and Enablement

Nationwide Mutual Insurance • Columbus, OH

2d • Remote

About The Position

This is a business lead role on the Customer Activation and Enablement team within the Customer Strategy & Innovation Office. The role is responsible for the delivery of data to enable personal and reassuring customer communications. The individual will drive work forward from requirements to delivery, ensuring data outputs are delivered with the customer in mind. This role blends technical and interpersonal skills to ensure seamless utilization of customer data. The consultant will lead a portfolio of work aligned to key business units, prioritizing initiatives that strengthen the customer experience through data-driven communications. They will partner with stakeholders to understand business objectives and translate them into clear, actionable audience and data requirements, while helping them navigate related impacts and considerations. The consultant will design and deliver the data solutions that power personalized customer communications across channels, including email, paid media, and direct mail. A customer-centric approach will be championed, ensuring audience data solutions are built with the customer experience at the forefront. Continuous improvement will be driven by identifying and implementing enhancements to data, tools, processes, and governance. The role is responsible for the development and support of Customer Information capabilities for production or internal business partners. This can include leading a project through the delivery cycle from initiate, solution scoping, design and development, through implementation. It establishes business rules, requirements, information requirements, and implementation strategy for changes and enhancements to customer information both in an analytical and operational environment. Capabilities supported include customer matching, preferences, profile, interactions, contact points, householding, marketing campaigns, enterprise metrics, customer data governance, and adoption of new solutions.

Requirements

• Typically 5 or more years experience in data warehousing, statistical analysis and marketing/customer data models and queries.
• Detailed experience with problem solving in a business environment; working with large customer and/or prospect databases; working with product, geographic, demographic data to identify trends and opportunities.
• Expert knowledge in the theory and application of computer based analytical tools.
• Advanced knowledge of PC based spreadsheet, business intelligence and database warehousing applications.
• Capacity for the development, evaluation and utilization of state-of-the art techniques and methodologies on new application challenges.
• Excellent problem solving, analytical, research and quantitative analysis skills.
• Verbal and written communication skills for interaction with client, work teams, vendors and associates.
• Proficiency in developing ad hoc queries using SQL.
• Regularly and consistently demonstrates the Nationwide Values and Guiding Behaviors.

Nice To Haves

• Post graduate studies preferred.
• Knowledge of customer data is a plus.
• Highly collaborative and consultative, comfortable working across partners to turn ideas into action
• Initiate and lead process and quality improvement efforts
• Manage portfolios and project efficiently
• Ability to adapt quickly
• Understand data architecture and apply data models as needed
• Embraces change and brings a thoughtful, strategic perspective to evolving business needs

Responsibilities

• Responsible for management of projects to deliver analytic and operational capabilities and solutions.
• Leads the development of business processes and system functional, non-functional and information requirements
• Responsible for all business decisions for the project.
• Coordinates the efforts of the Business Subject Matter Experts (SMEs), conducts the Business Alignment and Scoping sessions.
• Ensures the strategic intent and stakeholder needs are documented and gains consensus on the business objectives, expectations and assumptions
• Conducts business implementation planning sessions
• Conducts post implementation checkpoint with business units to ensure best in class solutions are implemented
• Ensures appropriate communication/training regarding project status and project documentation is created
• Performs other duties as assigned.

Benefits

• medical/dental/vision
• life insurance
• short and long term disability coverage
• paid time off
• nine paid holidays
• 8 hours of Lifetime paid time off
• 8 hours of Unity Day paid time off
• 401(k) with company match
• company-paid pension plan
• business casual attire

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level