Note: The job is a remote job and is open to candidates in USA. Nationwide is a Fortune 100 insurance and financial services company focused on protecting customers and delivering extraordinary care. The Consultant, Customer Experience will conduct research, analyze customer data, map journeys, develop insights and frameworks, and collaborate with business partners to drive customer experience improvements across the organization.
Responsibilities
- Demonstrates proven 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, orchestrates workshop development and facilitation, synthesizes conclusions, and offers continuous support
- Drives project momentum and discipline through organized documentation, communication and accountability. Anticipates obstacles and project team needs proactively
- Analyzes and synthesizes data across different Voice of the Customer sources to diagnose insights and construct a compelling narrative that links insights to action
- May perform other responsibilities as assigned
Skills
- **Experience:** Typically, 5-7 years professionally practicing some aspect of human-centered design, Customer Experience or consulting
- Proven knowledge of strategy concepts and research methodologies
- Proven ability to use business and customer knowledge to diagnose areas of opportunity and recommend solutions
- **Knowledge, Abilities and Skills:** Excellent verbal and written communication skills
- Expertise and practice of the fundamentals in a number of research methodologies, especially in-depth interviews and surveys and be able to identify the right methodology given the learning objective
- Comfortable explaining research findings and equipping business partners with actionable insights
- Ability to collaborate with the business, tell compelling narratives and influence others
- Can complete research or strategy tasks with oversight and guidance provided by leader
- Independently and proactively seeks out answers as needed
- *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.*
- **Education:** Undergraduate degree in customer experience, human-centered research, design research, design thinking or related field preferred
Benefits
- Medical/dental/vision
- Life insurance
- Short and long term disability coverage
- Paid time off with newly hired associates receiving a minimum of 18 days paid time off each full calendar year pro-rated quarterly based on hire date
- Nine paid holidays
- 8 hours of Lifetime paid time off
- 8 hours of Unity Day paid time off
- 401(k) with company match
- Company-paid pension plan
- Business casual attire
Company Overview