Sr Consultant, Voice of Customer Management

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.

To be successful in this, you will have a strong background in customer research and insights with the ability to translate and analyze customer feedback and behaviors into the “so what” to inform strategic decisions.

The ideal candidate will have:

• Proven experience in consulting with internal stakeholders, delivering research and insights that drive customer experience improvements.
• Expertise in creating insights reports and presenting findings clearly and persuasively to diverse audiences, including senior leadership.
• Proficiency in quantitative research methods with the ability to synthesize customer feedback and behavior (direct and indirect) from multiple sources.
• Strong collaboration skills and the ability to manage multiple projects across cross-functional teams.
• Familiarity with the financial services industry and customer experience tracking within those sectors.

 This position plays a key role in helping Nationwide deeply understand their customers and partners through delivering best-in-class insights.

#LI-MS2 #LI-REMOTE

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

Remote work arrangements will be considered for candidates located outside the Columbus area.

Job Description Summary

Do you love mining data for insight that will propel an always improving customer experience? If you possess both strategic and analytic capabilities, can push boundaries and reimagine ways to bring the voice of the customer to life at Nationwide, we want to know more about you!

As a Senior Consultant, your work will advance Nationwide’s mission to be the most customer-centric protection company. We'll count on you to help develop a strategic framework, capabilities and metrics to implement a comprehensive Voice of the Customer program to transform how we engage with our customers and partners. You'll have opportunities to aggregate customer data and feedback from a variety of sources to find opportunities and share impactful insights to improve and drive customer engagement and lifetime value.

Job Description

Key Responsibilities:

• Develops and provides solutions to providing a continuous positive customer experience. Enable associates, business units and partners with the best intelligence and insights that drive innovative experiences for customers and distribution partners.

• Collaborates with Finance and Strategy to identify metrics to track and report including customer scorecard, state of the customer report, metrics and targets for specific initiatives; coordinates with business units and Enterprise Analytics to optimize Voice of the Customer spend.

• Leads, analyzes and prepares the qualitative and quantitative data from feedback loops and interpret customer feedback to identify themes, insights and implications that provide a comprehensive view of customers’ perceptions of Nationwide. Creates clear and compelling reports that drive action.

• Drives strategy around customer experience competitive intelligence for Nationwide. Identifies sources of advantages through industry assessment and competitive analysis and disseminates key insights to business partners.

• Ensures successful deployment of the customer feedback management system to transform a multitude of customer interactions into customer intelligence that can significantly accelerate Nationwide's ability to improve the customer experience and improve operational efficiencies. Ensures Nationwide achieves the expected financial benefit through this engagement.

• Cultivates strong business partner relationships and helps them identify needs around customer experience and data analysis; assists business with insights that aid in prioritizing initiatives that deliver the most value to their organization.

• Partners with key internal partners (Marketing, Product, Nationwide Technology) to help prioritize initiatives based on customer insights.

• Manages the budget with VP oversight: supports VP with management of contracts/re