Sr. Consultant, Customer Experience

Nationwide • 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 driving meaningful customer experience transformations? We are looking for dynamic associates to champion our customers' voices. By leveraging data, insights, and storytelling, you will turn insights into action that drives value across all Nationwide businesses.

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.
• 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.
• 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.
• Independent and self-motivated.
• Can provide leadership for all aspects of the strategy process, as well as areas outside field of expertise.
• 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 subject matter expertise and a point of view, equipping the enterprise with customer experience frameworks and methodologies to enable customer experience transformation and align the enterprise around a common vision.
• Plans, initiates and leads exploratory customer research to uncover insights about members and intermediaries; communicate progress and findings to executive partners.
• Amplifies the customer’s voice using data, insights and the power of storytelling.
• Strengthens and sustains messaging and tactics that keep customers and their experiences at the forefront of business practices.
• Builds positive relationships with partners to influence priorities and solutions to improve the customer experience.
• Connects dots across business units to reduce silos and ensure teams are working collaboratively to deliver a cohesive customer experience across all stages of a journey.
• Leads presentations, facilitates discussion, conducts workshops, synthesizes conclusions, gains alignment and offers continuous support.
• Foresees changing general consumer behaviors and partners with key functions to help the company meet changing expectations.
• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: Associate degree