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Consultant, Customer Experience (Billing and Payments)
About the position
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 enabling extraordinary customer care and delivering business results? We are seeking dynamic, high‑performing associates to lead enterprise customer experience improvement initiatives. By leveraging data‑driven insights and applying innovative, best in class processes and systems, this team drives continuous improvement across critical customer interactions—including but not limited to billing and payments, eDelivery capabilities, and outbound communications. Success in this role requires strong collaboration across the CSIO organization, as well as close partnership with enterprise business and technology teams. This role is responsible for facilitating the design and development of a broad range of high‑impact project initiatives that deliver enterprise strategies, tools, and resources to improve customer experience and support business strategies. The ideal candidate brings a proven track record of improving customer experience and demonstrates strong analytical thinking and problem‑solving capabilities to identify root causes, evaluate options, and implement effective solutions. Exceptional communication skills are essential, including the ability to clearly articulate insights, influence stakeholders, and translate complex concepts into compelling, actionable messages. Additional key skills include proficiency in project management frameworks, insight storytelling, strong relationship building, and business acumen across P&C and/or Financial Services. You will present insights and recommendations to audiences ranging from executive leaders to business practitioners and may facilitate cross‑functional working groups to drive alignment and execution. If you thrive in an agile, collaborative environment and excel at shaping seamless customer experiences, we invite you to join our team. This role does not qualify for employer-sponsored work authorization. Nationwide does not participate in the Stem OPT Extension program. Preference is for this role to work hybrid from the Columbus OH offices. Remote work arrangements will be considered for candidates located outside the Columbus area. #LI-MS2 #LI-HYBRID Job Description Summary As a 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 across teams on customer insights, goal state customer experience designs, and experience frameworks, and by practicing various research methodologies, you'll help us understand our customers, define opportunity areas, equip the business with tools and insights, and inspire change. Your ability to learn quickly about 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 influencing experiences that help people and be driven to cultivate that same passion in your peers and business partners!
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.
Requirements
- Undergraduate degree in customer experience, human-centered research, design research, design thinking or related field preferred.
- 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.
- 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.
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
