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 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 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 also lead 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.   

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.

These roles may be filled at the Consultant or Sr Consultant level.

Compensation Grade: G3 or H3

#LI-MS2 #LI-REMOTE

Job Description Summary

As a 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 across teams on customer insights, goal state customer experience designs, and experience frameworks, and by practicing various research methodologies, you'll help us understand our customers, define opportunity areas, equip the business with tools and insights, and inspire change.

Your ability to learn quickly about 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 influencing experiences that help people and be driven to cultivate that same passion in your peers and business partners!

Job Description

Key Responsibilities:

• Demonstrates foundational expertise in research, strategy, and customer experience.  Displays an ability to equip business partners with quick wins and longer-term improvement opportunities.

• Conducts qualitative and quantitative customer research to uncover insights about members and intermediaries; communicate progress and findings to an interdisciplinary working team.

• Amplifies the customer’s voice using data, insights, success metrics and the power of storytelling.

• Builds positive relationships with partners to influence priorities and solutions to improve the customer experience.

• Leads presentations, facilitates discussion, contributes to workshop development and facilitation, synthesizes conclusions, and offers continuous support.

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-centered research, design research, design thinking or related field