Consultant, Voice of the Customer Management

If you're passionate about helping a 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.

As a Consultant, Voice of Customer Management, your collaborative spirit, and expertise will be integral to our success. You will be responsible for ensuring our Voice of Customer (VOC) platforms and data assets are running smoothly, efficiently, and in a modern fashion. The platforms and data assets you will manage include our Qualtrics platform (Discover and Engage), internal curated data sources being created that combine VOC with customer data including the building of our AI VOC data asset, and the sampling process used in our transactional survey programs. Your role will involve direct collaboration with our technology teams, providing them with the business requirements they need to develop and maintain our VOC assets and managing our VOC build projects.

Additionally, you will serve as the vital link between the VOC team, Customer Office, and Business stakeholders, ensuring that these assets are effectively meeting their needs to derive insights.

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

As a Consultant, Voice of the Customer Management, you will be responsible for delivering customer-focused initiatives to bring the Voice of the Customer to life in support of Nationwide's mission. Will assist the Sr. Consultant, Voice of the Customer Management with developing frameworks, capabilities, and metrics to implement a comprehensive Voice of the Customer program to transform how we engage with our customers and partners. Is accountable for aggregating customer data and feedback from a variety of sources to find opportunities and share impactful insights to improve and drive customer engagement. Will maintain expertise on external trends and practices related to customer experience measurement and standard methodologies across and outside the Property & Casualty and Financial Services industries. Will offer knowledge and techniques to other analysts across the organization and serve as a subject matter expert for information needs and analysis.

Job Description

Key Responsibilities:

• Provide in-depth technical expertise and support to cross-functional stakeholders, including building and maintaining insights dashboards, providing training for end-users, managing intake process, and managing technology changes because of new scope or enhancements

• Act as the lead between Nationwide and Voice of the Customer vendors for any issues and enhancements related to Voice of the Customer program

• Cultivate business partner relationships and help them identify needs around customer experience and data analysis; assist business with insights that aid in prioritizing initiatives that deliver the most value to their organization

• Help business partners track customer experience improvements by developing and monitoring insights scorecard. Support business partners with ad-hoc requests for insights

• Partner with Sr. Consultant, Voice of the Customer Management to help manage vendor spend, vendor contracts and vendor relationships

• Lead special projects and serves as data/technical lead and contact for the Voice of the Customer program. Provide support as needed for other Voice of the Customer program initiatives

May perform other responsibilities as assigned. 

Reporting Relationships: Reports to Vice President, Customer Strategy and Engagement with dotted line responsibility to Sr. Consultant Voice of the Customer Management. This is an individual contributor role and does not have direct reports; may have opportunity to lead projects or teams.

Typical Skills and Experiences:

Education: Undergraduate degree in information management, business, mathematics, or related field desired. 

Experience: Typically, eight or more years of related experience in a business information analysis role, or similar business-related position that involves analysis, research, data analytics, problem solv