Note: The job is a remote job and is open to candidates in USA. Nationwide is a Fortune 100 protection company focused on delivering customer-centered products, services, and experiences. The Senior Consultant, Customer Experience will lead customer experience transformation efforts by developing frameworks, conducting research, analyzing Voice of the Customer data, designing future-state experiences, and translating insights into strategic roadmaps. The role also influences executives and business partners through storytelling, workshops, and data-driven recommendations.
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
Skills
- 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
- 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 objective
- Comfortable speaking publicly to large groups and explaining strategy rationale to other parts of the business
- Ability to navigate multiple partner groups, tell compelling narratives and influence others
- Owns work with minimal oversight
- Ability to think strategically and tactfully
- Comfortable with ambiguity and demonstrates an agile mindset
- Independent and self-motivated
- Can provide leadership for all aspects of the strategy process, as well as areas outside field of expertise
- Undergraduate degree in customer experience, human-computer interaction, psychology, information science, communications or related field preferred
Benefits
- Medical, dental, and vision insurance
- 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