Director, Business Consulting

Nationwide Mutual Insurance•Columbus, OH

7d•Remote

About The Position

If you’re passionate about helping people protect what matters most to them at a Fortune 100 company with nearly $70 billion in annual sales, as well as innovating and simplifying processes and operations to provide the best customer value, then Nationwide’s Property and Casualty team could be the place for you! At Nationwide®, “on your side” goes beyond just words. Our customers and partners are at the center of everything we do and we’re looking for associates who are passionate about delivering extraordinary care. The Personal Lines Business Solutions Integration team bridges strategy and execution to transform the business. We align capabilities with industry trends, partner throughout PL to integrate process improvements with technology, and deliver technical solutions that enable change – modernizing how we work and serve. We value knowledge, strong business savvy and contributing to a stellar team environment. If you thrive in a busy, engaging work environment, we want to know more about you! As a Director, you will be responsible for setting the strategic direction for your area, establishing objectives and key results, including goal-setting framework that helps business and technology set objectives and track outcomes. Define, track and work with teams to implement and participate in periodic business reviews to business evaluate progress towards objectives and help ensure that all teams are aligned with the overall strategic direction of Personal Lines and our business partners. Additional job description: Assist in evolving a unified, high-performing ecosystem across NW PL applications and customer interactions by connecting systems and processes that deliver seamless, brand-aligned experiences across acquisition and servicing to drive business growth. Drive analysis and next generation design to simplify end-to-end customer experiences, develop and champion intuitive user journeys, allowing customers to complete tasks faster and with less friction, increasing satisfaction and ease of doing business. Act as an expert consultant to business areas to improve operational efficiency: shorter cycle times, fewer support calls, and reduced defects, reliable experiences. Lead a cross functional team focused on design, planning, and implementation of user interaction models and interfaces Use expertise in human centered design and system thinking to analyze, develop and evolve digital capabilities and processes Leads associates involved with conducting customer research and analyzing behavior to uncover insights, then translate those insights into strategic design decisions that shape requirements and solution architecture. Ensure all enhancements include reporting capabilities to measure KPI’s and track performance against business objectives.  Develops, monitors and evolves our KPIs across BSI and the supported functional areas Manages staff who research and design customer facing capabilities and workflows, including core functionality and digital access integrations. Provides direction and insight to leader, peers and team members responsible for identifying critical elements of a business process that need to be transformed. Leads individuals to define criteria of performance success. Selects and applies appropriate performance measurement tools. Manages associates, including performance management, salary planning and administration, training and development, workflow and organizational planning, hiring and placement and disciplinary actions. Team is responsible: Advance AI capabilities across BSIs internal and external digital platforms that support our customers Drives activities with designers, developers, and key stakeholders to deliver a seamless end-to-end customer experience—from initial concept through implementation and adoption. Ensure continuity of UI/UX experiences across key platforms Ensures requirements for features, Epics and stories and consistent and complimentary across key platforms Develop insights from digital and behavioral analytics to drive root cause analysis and appropriate modifications to systems and processes Advocate relentlessly for the user and customer, grounding design decisions in research and data Leads team that develop compelling business cases, including gaining senior management input, to accomplish business objectives. Identifies, assesses and mitigates business risks associated with the current operating model and/or desired target state operating models. Analyze and document client business processes ("As-Is") and collaborate with stakeholders to design optimized and automated future-state ("To-Be") processes. #LI-AS1 #LI-remote Job Description Summary Our team is a versatile group of individuals, working collaboratively to meet the needs of our customers. We value knowledge, strong business savvy and contributing to a stellar team environment. If you thrive in a busy, engaging work environment, we want to know more about you! As a Director, you'll be responsible for leading major process modeling, analysis and design efforts and be instrumental in development of compelling business rationale to formulate transformation. You'll direct the activities and staff responsible for providing business performance management, organizational design and business risk management capabilities to formulate pragmatic, forward facing and meaningful business transformation plans. Job Description Key Responsibilities: Directs all activities for team involving business transformation through the strategic application of people, processes and technology. Team participates in business planning processes across multiple departments or business units by identifying complexities, dependencies and duplications. Manages staff who consults on business process analysis, organizational analysis, needs assessments and cost/benefit analysis to align technology solutions with business strategies and directions. Consults with functional groups within Nationwide Technology and internal business clients to develop short- and long-term systems plans. Leads associates involved with process management and consultation between business customers and systems area for development and implementation of new business processes and procedures. Responsible for communicating to customers, management and external sources. Provides direction and insight to leader, peers and team members responsible for identifying critical elements of a business process that need to be managed. Leads individuals to define criteria of performance success. Selects and applies appropriate performance measurement tools. Advises team on analysis and design of organizational structures, roles, responsibilities, governance, staffing and sourcing to support business goals, strategies and process architecture. Leads organization-wide change. Manages team responsible for training the customers on business, technological, societal and environmental trends to support strategies for improving business performance. Directs staff who participate in strategic projects and who evaluate new technological developments, evolving business requirements and who recommend appropriate systems alternatives and/or improvements to current systems. Leads team that develop compelling business cases, including gaining senior management input, to accomplish business objectives. Identifies, assesses and mitigates business risks associated with the current operating model and/or desired target state operating models. Manages associates, including performance management, salary planning and administration, training and development, workflow and organizational planning, hiring and placement and disciplinary actions. May perform other responsibilities as assigned. Reporting Relationships: Reports to Associate Vice President/Vice President directs a team of six to 15 direct and indirect reports.

Requirements

Undergraduate studies in computer science, management information, business, mathematics or related field strongly preferred. Graduate studies are highly desired.
Ten plus years of dynamic experience in planning, designing and implementing company -wide business transformation initiatives.
Extensive experience in functional, process, information and data modeling, data management and warehousing and applications integration.
In-depth experience with process redesign methods and tools.
Five years of experience in people management.
Expert knowledge of standards, methodologies and frameworks, business process management and technology.
Proven knowledge of a wide variety of tools, concepts and techniques of business process modeling, analysis and design.
Expert knowledge of emerging industry, competitor, customer demography, regulatory and market trends.
Understanding of new technologies and developments in the technology industry.
Extensive knowledge of project management concepts and techniques, facilitation, performance management, organizational design and managing organization change required.
Ability to serve as the top technical specialist for business consulting and analysis.
Demonstrable ability to lead large, sophisticated projects that involve high risk and great impact.
Strong communication skills, ability to influence, apply innovative approaches, and deal with ambiguity.

Responsibilities

Setting the strategic direction for your area
Establishing objectives and key results, including goal-setting framework that helps business and technology set objectives and track outcomes
Define, track and work with teams to implement and participate in periodic business reviews to business evaluate progress towards objectives and help ensure that all teams are aligned with the overall strategic direction of Personal Lines and our business partners
Assist in evolving a unified, high-performing ecosystem across NW PL applications and customer interactions by connecting systems and processes that deliver seamless, brand-aligned experiences across acquisition and servicing to drive business growth
Drive analysis and next generation design to simplify end-to-end customer experiences, develop and champion intuitive user journeys, allowing customers to complete tasks faster and with less friction, increasing satisfaction and ease of doing business
Act as an expert consultant to business areas to improve operational efficiency: shorter cycle times, fewer support calls, and reduced defects, reliable experiences
Lead a cross functional team focused on design, planning, and implementation of user interaction models and interfaces
Use expertise in human centered design and system thinking to analyze, develop and evolve digital capabilities and processes
Leads associates involved with conducting customer research and analyzing behavior to uncover insights, then translate those insights into strategic design decisions that shape requirements and solution architecture
Ensure all enhancements include reporting capabilities to measure KPI’s and track performance against business objectives
Develops, monitors and evolves our KPIs across BSI and the supported functional areas
Manages staff who research and design customer facing capabilities and workflows, including core functionality and digital access integrations
Provides direction and insight to leader, peers and team members responsible for identifying critical elements of a business process that need to be transformed
Leads individuals to define criteria of performance success
Selects and applies appropriate performance measurement tools
Manages associates, including performance management, salary planning and administration, training and development, workflow and organizational planning, hiring and placement and disciplinary actions
Advance AI capabilities across BSIs internal and external digital platforms that support our customers
Drives activities with designers, developers, and key stakeholders to deliver a seamless end-to-end customer experience—from initial concept through implementation and adoption
Ensure continuity of UI/UX experiences across key platforms
Ensures requirements for features, Epics and stories and consistent and complimentary across key platforms
Develop insights from digital and behavioral analytics to drive root cause analysis and appropriate modifications to systems and processes
Advocate relentlessly for the user and customer, grounding design decisions in research and data
Leads team that develop compelling business cases, including gaining senior management input, to accomplish business objectives
Identifies, assesses and mitigates business risks associated with the current operating model and/or desired target state operating models
Analyze and document client business processes ("As-Is") and collaborate with stakeholders to design optimized and automated future-state ("To-Be") processes
Directs all activities for team involving business transformation through the strategic application of people, processes and technology
Team participates in business planning processes across multiple departments or business units by identifying complexities, dependencies and duplications
Manages staff who consults on business process analysis, organizational analysis, needs assessments and cost/benefit analysis to align technology solutions with business strategies and directions
Consults with functional groups within Nationwide Technology and internal business clients to develop short- and long-term systems plans
Leads associates involved with process management and consultation between business customers and systems area for development and implementation of new business processes and procedures
Responsible for communicating to customers, management and external sources
Advises team on analysis and design of organizational structures, roles, responsibilities, governance, staffing and sourcing to support business goals, strategies and process architecture
Leads organization-wide change
Manages team responsible for training the customers on business, technological, societal and environmental trends to support strategies for improving business performance
Directs staff who participate in strategic projects and who evaluate new technological developments, evolving business requirements and who recommend appropriate systems alternatives and/or improvements to current systems

Benefits

medical/dental/vision
life insurance
short and long term disability coverage
paid time off with newly hired associates receiving a minimum of 18 days paid time off each full calendar year pro-rated quarterly based on hire date
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