Sr Consultant, Customer Experience (Billing and Payments)

Nationwide Mutual Insurance•Columbus, OH

2d•Hybrid

About The Position

If you're passionate about helping a Fortune 100 company with nearly $70 billion in annual sales drive their strategy forward through innovative product development and advancing strategic partnerships to protect customers, then Nationwide is the place for you! At Nationwide®, "on your side" goes beyond just words. Our customers are at the center of everything we do and we're looking for associates who are passionate about delivering extraordinary care. Are you passionate about enabling extraordinary customer care and delivering business results? We are seeking dynamic, high‑performing associates to lead enterprise customer experience improvement initiatives. By leveraging data‑driven insights and applying innovative, best‑in‑class processes and systems, this team drives continuous improvement across critical customer interactions—including but not limited to billing and payments, eDelivery capabilities, and outbound communications. Success in this role requires strong collaboration across the CSIO organization, as well as close partnership with enterprise business and technology teams. This role is responsible for facilitating the design and development of a broad range of high‑impact project initiatives that deliver enterprise strategies, tools, and resources to improve customer experience and support business strategies. The ideal candidate brings a proven track record of improving customer experience and demonstrates strong analytical thinking and problem‑solving capabilities to identify root causes, evaluate options, and implement effective solutions. Exceptional communication skills are essential, including the ability to clearly articulate insights, influence stakeholders, and translate complex concepts into compelling, actionable messages. Additional key skills include proficiency in project management frameworks, insight storytelling, strong relationship building, and business acumen across P&C and/or Financial Services. You will present insights and recommendations to audiences ranging from executive leaders to business practitioners and may facilitate cross‑functional working groups to drive alignment and execution. If you thrive in an agile, collaborative environment and excel at shaping seamless customer experiences, we invite you to join our team. This role does not qualify for employer-sponsored work authorization. Nationwide does not participate in the Stem OPT Extension program. The preference is for this role to collaborate in a hybrid capacity from the Columbus OH offices. Remote work arrangements will be considered for candidates located outside the Columbus area. #LI-MS2 #LI-HYBRID Job Description Summary As a top-level 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 with enterprise teams on customer insights, goal state customer experience designs, and education on experience frameworks and methodologies, you'll help us understand our customers, define opportunity areas and equip the business with tools, methodologies, and inspire change. Your ability to think strategically, have a deep understanding of 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 crafting 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-computer interaction, psychology, information science, communications or related field preferred.
Typically, eight or more years professionally practicing some aspect of human-centered design, Customer Experience leadership or Consulting.
Proven knowledge of strategy planning, concepts and methodologies.
Significant leadership experience with strategic projects, from either a top tier consulting firm or a Fortune 100 strategy planning group.
Proven ability to use business and customer knowledge to diagnose areas of opportunity and recommend solutions.
Strong executive presence, communication skills, and comfortable influencing leaders at various levels throughout the organization.
Able to lead projects, provide direction and feedback to team members, and pivot as needed to meet project deliverables and deadlines.
Excellent verbal and written communication skills.
Deep expertise and practice of the fundamentals in a number of research methodologies, especially ethnography and contextual inquiries and be able to identify the right methodology given the learning objective.
Comfortable speaking publicly to large groups and explaining strategy rationale to other parts of the business.
Ability to navigate multiple partner groups, tell compelling narratives and influence others.
Owns work with minimal oversight.
Ability to think strategically and tactfully.
Comfortable with ambiguity and demonstrates an agile mindset.
Independent and self-motivated.
Can provide leadership for all aspects of the strategy process, as well as areas outside field of expertise.
Other criteria, including leadership skills, competencies and experiences may take precedence.

Responsibilities

Develop and maintain enterprise-wide customer experience (CX) frameworks and methodologies to enable transformation and align the organization around a common vision.
Lead discovery phases for CX transformations, including defining outcomes, scoping the approach, selecting methodologies, diagnosing current state pain points and root causes , and designing future state experiences for both business-unit and enterprise wide initatives.
Plan and conduct exploratory customer research to uncover insights about members and intermediaries; communicate findings to executive stakeholders.
Build and sustain relationships across business units to reduce silos, foster collaboration, and ensure delivery of cohesive customer experiences.
Facilitate workshops, presentations, and discussions to gain alignment on CX strategies and provide ongoing support for implementation.
Collaborate with digital and shared services teams to ensure alignment of technology solutions with CX goals.
Analyze and synthesize across different Voice of the Customer data sources to identify trends, diagnose pain points, and translate insights into actionable recommendations and a compelling narrative on where to focus and why .
Drive prioritization of CX initiatives by building frameworks that link insights to business value and investment decisions and result in a clear actionable roadmap .
Champion the customer perspective through storytelling and data-driven insights to influence strategies and keep customer needs central to business practices.
Consult on CX performance metrics and scorecards to measure success and inform continuous improvement.
May perform other responsibilities as assigned.

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