Senior Consultant, Customer Experience

About this role

If you're passionate about helping a Fortune 100 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.

Are you passionate about driving meaningful customer experience transformations? We are looking for dynamic associates to champion our customers' voices. By leveraging data, insights, and storytelling, you will turn insights into action that drives value across all Nationwide businesses.   Role Overview: • Collaborate with cross-functional teams to gather customer feedback, research and competitive intel. • Conduct data analysis to uncover trends and insights that can improve the customer experience. • Support journey mapping efforts and dig deep into underlying processes / ecosystems to diagnose pain points, root causes and illuminate potential solutions. • Contribute to the creation of compelling insight stories that drive targeted action. • Prepare and present findings to various audiences, including business practitioners and executives. • Assist in developing and implementing customer experience frameworks, methodologies and strategic roadmaps. • Support project management activities to ensure successful execution of initiatives.

  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 two Customer Office leaders – Customer Experience (NF) or Customer Experience (P&C) – as part of a collective team that transforms customer experiences across Nationwide.

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

#LI-MS2 #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: • Develop and maintain enterprise-wide customer experience (CX) frameworks and methodologies to enable transformation and align the organization around a common vision.

• Lead discovery phases for CX transformations, including defining outcomes, scoping the approach, selecting methodologies, diagnosing current state pain points and root causes , and designing future state experiences for both business-unit and enterprise wide initatives.  

• Plan and conduct exploratory customer research to uncover insights about members and intermediaries; communicate findings to executive stakeholders.

• Build and sustain relationships across business units to reduce silos, foster collaboration, and ensure delivery of cohesive customer experiences.

• Facilitate workshops, presentations, and discussions to gain alignment on CX strategies and provide ongoing support for implementation.

• Collaborate with digital and shared services teams to ensure alignment of technology solutions with CX goals.

• Analyze and synthesize across different Voice of the Customer data sources to identify trends, diagnose pain points, and translate insights into actionable recommendations and a compelling narrative on where to focus and why .

• Drive prioritization of CX initiatives by building frameworks that link insights to business value and investment decisions and result in a clear actionable roadmap .

• Champion the customer perspective through storytelling and data-driven insights to influence strategies and keep customer needs central to business practices.

• Consult on CX performance metrics and scorecards to measure success and inform continuous improvement.  

​May perform other responsibilities as assigned.

Reporting Relationships: Reports to VP, Customer Experience.

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, Customer Experience leadership or Consulting. 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 to diagnose areas of opportunity and recommend solutions. Strong executive presence, communication skills, and comfortable influencing leaders at various levels throughout the organization. Able to lead projects, provide direction and feedback to team members, and pivot as needed to meet project deliverables and deadlines. 

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 obj

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