Journey Experience Lead (Life Business Delivery)

Nationwide•Columbus, OH

2d•$97,000 - $180,000•Hybrid

About The Position

The Service Experience Enhancers Journey Experience Team (SEE JET) is focused on testing and deploying new digital capabilities supporting financial professionals, firm partners and members within our life insurance post issue business. The JET is a dedicated, cross functional team made up of business, technology and user experience representatives to support digital product discovery, journey mapping, prototype design and implementation to drive key business outcomes over the next several years. The Journey Lead role is a critical member of the JET in representing the “voice of customer” for the team to support planning, requirements gathering in partnership with technology and ensuring deliverables meet customer expectations and achieve stated business outcomes.

Requirements

Proven ability to operate in a customer centric environment with an open-mind and willingness to learn different skills to support the work.
Experience in closely collaborating in a cross-functional team across multiple disciplines.
Ability to build and nurture relationships to achieve shared outcomes.
Is considered an informal leader in their current role in driving change within their organization to achieve business outcomes.
Deep knowledge of the life insurance business, specifically post issue.
Is data-driven and possess the ability to influence others.
Has experience in evaluating work from different dimensions such as user desirability, technical feasibility, and business viability to set priorities for the team.
Proven ability to work independently and get results by working through others.
Undergraduate studies in computer science, management information, business, mathematics or related field desired.
Eight 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.
Three years of experience in project management is preferred.
Demonstrated knowledge of standards, methodologies and frameworks, business process management and technology.
Sound knowledge of a variety of tools, concepts and techniques.
Understanding of new technologies and developments in the technology industry.
Detailed knowledge of the system development life cycle.
Knowledge of project management concepts and techniques are required.
Thorough knowledge of facilitation, performance management, organizational design and managing organization change.
Ability to lead large or sophisticated projects.
Effective communication skills and ability to deal with ambiguity.
Other criteria, including leadership skills, competencies and experiences may take precedence.

Nice To Haves

Graduate studies are preferred.

Responsibilities

Champions “voice of the customer” for the Journey Experience Team.
Possess expertise within the life insurance business, specifically post issue. Has general working knowledge of backend technology processes.
Collaborates across the Journey Experience Team to continually refine and prioritize Journey backlog balancing tradeoffs across user desirability, business viability, and technical feasibility that align to the business outcomes.
Empowered by Journey Owners to make localized tactical decisions ensuring work aligns to and delivers upon the customer expectations and business outcomes.
Partners with Journey Owners and other team members to develop a roadmap of planned capabilities to achieve desired business outcomes.
Manages internal business readiness and organizational change management activities.
Participates in journey mapping sessions bringing voice of customer into the discussions and helps to prioritize pain points and counter measures.
Collaborates closely with user experience and technology line to translate the voice of the customer to support prototyping design and helps to recruit financial professionals to participate in voice of customer interviews & focus groups.
Participates in prerelease and post implementation validation activities.
Ability to poly-skill to elevate team performance and achieve business outcomes.
Partners with senior leaders to transform their businesses through the strategic application of people, processes and technology.
Participates in the planning process by identifying complexities, dependencies and duplications.
Demonstrates expertise in leading business process analysis/design, organizational analysis, needs assessments and cost/benefit analysis to align solutions with business strategies and direction.
Consults with functional groups within Nationwide Technology and internal business clients to develop short- and long-term business transformation plans.
Serves as process management contributor and consultant between business customers and systems area for development and implementation of business processes and procedures.
Responsible for communicating to customers, management and external sources.
Identifies critical elements of a business process that need to be managed.
Defines criteria of performance success.
Reports performance in a cohesive manner.
As a team member, participates in analysis and design of organizational structures, roles, responsibilities, governance, staffing and sourcing to support business goals, strategies and process architecture.
Provides significant contribution in executing business unit level change.
Conducts and leads training of customers on business, technological, societal and environmental trends to support strategies for improving business performance.
Facilitates evaluation and research of new and existing products, procedures and/or workflow needs associated with business systems for the company.
Evaluates new technological developments and evolving business requirements, and recommends appropriate systems alternatives and/or enhancements.
Develops compelling business cases, including gaining senior management input, to accomplish business objectives.
Identifies, assesses and mitigates business risks associated with current operating model and/or desired target state operating models.
May provide direction, training and guidance for less experienced staff.
May assign responsibility for tasks, sets clear objectives and monitors progress and results.
May monitors project schedules and costs.
May develops project plans, work breakdown structures and desired outcomes for overall solution delivery.
Performs other responsibilities as assigned.