Sr Consultant, Customer Experience

If you're passionate about helping a Fortune 100 company drive their strategy forward through innovative product development and advancing strategic partnerships to protect customers (and their pets), then Nationwide's Strategy and Corporate Development Office might be 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 transforming customer experiences and driving meaningful customer transformations? We are looking for dynamic, high-performing associates to champion our customers' voices. By leveraging data, insights, and storytelling, you will drive value across all Nationwide Businesses. 

The ideal candidate will have deep expertise and a proven track record in improving customer experience. Essential skills include customer experience frameworks and methodologies with deep research and analytics experience, insight storytelling expertise, project management skills, strong relationship building, and business acumen across P&C and/or Financial Services. This role will be responsible for leading presentations for various audiences ranging from Executives to Business practitioners.  May also lead cross-functional working groups.

If you thrive in an agile, collaborative team environment, excel at creating seamless customer experiences, and can anticipate and adapt to evolving consumer behaviors, we would love for you to join our team! 

This role will report to one of three Customer Office leaders: Customer Experience – NF, Customer Experience - P&C, or Customer Experience – Strategy & Operations as a part of a collective team that transforms customer experiences across Nationwide.   

These roles may be filled at the Consultant (G3) level or the Sr Consultant (H3) levels.

Due to the nature of this role, candidates will have some limited but expected travel according to business needs.

This role does not qualify for employer-sponsored work authorization. Nationwide does not participate in the Stem OPT Extension program.

#LI-MS2 #LI-REMOTE

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!

Job Description

Key Responsibilities:

• 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.

Reporting Relationships: Reports to Director or Vice President of Customer Strategy and Engagement.

Typical Skills and Experiences:

Education: Undergraduate degree in customer experience, human-computer interaction, psychology, information science, communications or related field preferred.

Experience: 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. 

Knowledge, Abilities and Skills: 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.

Other criteria, including leadership skills, competencies and experiences may take precedence. 

Staffing exceptions to the above must be approved by the hiring manager’s leader and Human Resources Business Partner.
 

Values: Regularly and consistently demonstrates Nationwide Values. 

Job Conditions: 

Overtime Eligibility: Not Eligible (Exempt)

Working Conditions: Normal office environment

ADA: The above statements cover what are generally believed to be principal and essential functions of this job. Specific circumstances may allow or require some people assigned to the job to perform a somewhat different combination of duties. 

We currently anticipate accepting applications until 03/16/2025. However, we encourage early submissions, as the posting may close sooner if a strong candidate slate is identified before the deadline.

Benefits

We have an array of benefits to fit your needs, including: 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, and more. To learn more about the benefits we offer, click here.

Nationwide is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive culture where everyone feels challenged, appreciated, respected and engaged. Nationwide prohibits discrimination and harassment and affords equal employment opportunities to employees and applicants without regard to any characteristic (or classification) protected by applicable law.

This position could be filled within any of the lower 48 U.S. states.

Smoke-Free Iowa Statement: Nationwide Mutual Insurance Company, its affiliates and subsidiaries comply with the Iowa Smokefree Air Act. Smoking is prohibited in all enclosed areas on or around company premises as well as company issued vehicles. The company offers designated smoking areas in which smoking is permitted at each individual location. The Act prohibits retaliation for reporting complaints or violations. For more information on the Iowa Smokefree Air Act, individuals may contact the Smokefree Air Act Helpline at 888-944-2247.

For NY residents please review the following state law information: Notice of Employee Rights, Protections, and Obligations LS740 (ny.gov) https://dol.ny.gov/system/files/documents/2022/02/ls740_1.pdf

Nationwide pays on a geographic-specific salary structure and placement within the actual starting salary range for this position will be determined by a number of factors including the skills, education, training, credentials and experience of the candidate; the scope, complexity and location of the role as well as the cost of labor in the market; and other conditions of employment. If a Sales job, Sales Incentives, based on performance goals are possible in addition to this range.

The national salary range for Sr Consultant, Customer Experience : $110,000.00-$212,000.00

The expected starting salary range for Sr Consultant, Customer Experience : $119,000.00 - $179,000.00