Journey Experience Lead (Life Business Delivery)

Are you passionate about being part of a team at a Fortune 100 company with nearly $70 billion in annual sales that delivers extraordinary care to help individuals and businesses prepare for and protect their future? If so, then Nationwide Financial could be the place for you! At Nationwide®, “on your side” goes beyond just words. Our customers and partners are at the center of everything we do and we’re looking for associates who are passionate about delivering extraordinary care.

The Service Experience Enhancers Journey Experience Team (SEE JET) is focused on testing and deploying new digital capabilities supporting financial
professionals, firm partners and members within our life insurance post issue business. The JET is a dedicated, cross functional team made up of business,
technology and user experience representatives to support digital product discovery, journey mapping, prototype design and implementation to drive key business outcomes over the next several years. The Journey Lead role is a critical member of the JET in representing the “voice of customer” for the team to support planning, requirements gathering in partnership with technology and ensuring deliverables meet customer expectations and achieve stated business outcomes.

Role Expectations:
• Champions “voice of the customer” for the Journey Experience Team.
• Possess expertise within the life insurance business, specifically post issue. Has general working knowledge of backend technology processes.
• Collaborates across the Journey Experience Team to continually refine and prioritize Journey backlog balancing tradeoffs
across user desirability, business viability, and technical feasibility that align to the business outcomes.
• Empowered by Journey Owners to make localized tactical decisions ensuring work aligns to and delivers upon the customer expectations and business outcomes.
• Partners with Journey Owners and other team members to develop a roadmap of planned capabilities to achieve desired business outcomes.
• Manages internal business readiness and organizational change management activities.
• Participates in journey mapping sessions bringing voice of customer into the discussions and helps to prioritize pain points and counter measures.
• Collaborates closely with user experience and technology line to translate the voice of the customer to support prototyping design and helps to recruit financial professionals to participate in voice of customer interviews & focus groups.
• Participates in prerelease and post implementation validation activities.
• Ability to poly-skill to elevate team performance and achieve business outcomes.

Candidate Qualifications:
• Proven ability to operate in a customer centric environment with an open-mind and willingness to learn different skills to support the work.

Experience in closely collaborating in a cross-functional team across multiple disciplines.
• Ability to build and nurture relationships to achieve shared outcomes.
• Is considered an informal leader in their current role in driving change within their organization to achieve business outcomes.
• Deep knowledge of the life insurance business, specifically post issue.
• Is data-driven and possess the ability to influence others.
• Has experience in evaluating work from different dimensions such as user desirability, technical feasibility, and business viability to set priorities for the team.
• Proven ability to work independently and get results by working through others.

This role will work a hybrid in-office schedule (2-3 days per week) out of our Plaza One location.

This is a G3 band role.

#LI-COLE

Job Description Summary

We are a versatile group of individuals, working together to meet the needs of our customers. We value knowledge, strong business savvy and contributing to a stellar team dynamic. If you thrive in a busy, engaging work environment, we want to know mo