If you're passionate about influencing the customer experience to enable customer-driven growth and deliver extraordinary care, then Nationwide's Office of the Chief Customer Officer could be the place for you!

Seeking an innovative team member who is experienced at complaint handling, processes, regulations, and procedures. Role will include updating training materials and curriculum, delivery of training to complaint handlers, and helping to deliver projects (small, medium, large) to users. Assignments could include working on technology projects by writing requirements, completing user acceptance testing, and supporting other team members on compliance-related projects.

Compensation Grade: F2

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Job Description Summary
We are a versatile group of individuals, working together to meet the needs of our customers. We value knowledge, strong business savvy and contributing to a stellar team environment. If you thrive in a busy, engaging work environment, we want to know more about you!

As a Specialist, you'll manage small to moderately complex projects to drive business objectives. You'll assist with business process mapping and recommend and implement policies and procedures for new and existing business processes. You'll support the business administration functions for the area(s) you support.

Job Description

Key Responsibilities:

• Manages all aspects of projects, including: planning, communication, execution and completion.
• Monitors timelines, including regularly re-assessing risks, throughout project life. Makes recommendations to revise project plans on an ongoing basis to maintain alignment with other projects and the business strategy.
• Logs issues, designs processes and implements solutions. Maintains awareness of customer and systems requirements and conforms to those requirements.
• Coordinates internal and external resources, budgeting and cost containment.
• Develops, and implements complex business processes that support business requirements and business strategy.
• Provides training on existing and new processes to the assigned customer base.
• Provides mentorship and feedback to project team members.

May perform other responsibilities as assigned.

Reporting Relationships: Reports to Director or Officer. This is an individual contributor position.

Typical Skills and Experiences:

Education: Undergraduate studies in business, mathematics or related field.

License/Certification/Designation: Project Management Certification preferred.

Experience: Five years of work experience in project management. Business process mapping experience preferred.

Knowledge, Abilities and Skills: Knowledge of project management concepts and techniques. Working knowledge of business terminology, systems and data processing policies, practices and procedures. Knowledge of business-related systems concepts and requirements preferred. Strong relationship building skills. Proven project management skills. Ability to negotiate and solve problems. Proven decision making skills for problem identification and selection of alternatives. Effective interpersonal skills. Ability to prepare technical reports and formal presentations.

Other criteria, including leadership skills, competencies and experiences may take precedence.

Staffing exceptions to the above must be approved by the business unit Officer and Human Resources Officer.

Values: Regularly and consistently demonstrates Nationwide Values.

Job Conditions:

Overtime Eligibility: Not Eligible (Exempt)

Working Conditions: Normal office environment; may be required to travel and work flexible hours.

ADA: The above statements cover what are generally believed to the principal and essential function of this job. Specific circumstances may allow or require some associated assigned to the job to perform a somewhat different combination of duties.