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.
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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 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.
Other criteria, including leadership skills, competencies and experiences may take precedence.
Staffing exceptions to the above must be approved by the hiring manager’s leader and Human Resources Business Partner.
Values: Regularly and consistently demonstrates Nationwide Values.
Job Conditions:
Overtime Eligibility: Not Eligible (Exempt)
Working Conditions: Normal office environment
ADA: The above statements cover what are generally believed to be principal and essential functions of this job. Specific circumstances may allow or require some people assigned to the job to perform a somewhat different combination of duties.
We currently anticipate accepting applications until 08/21/2026. However, we encourage early submissions, as the posting may close sooner if a strong candidate slate is identified before the deadline.Benefits
We have an array of benefits to fit your needs, including: 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, and more. To learn more about the benefits we offer, click here.
Nationwide is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive culture where everyone feels challenged, appreciated, respected and engaged. Nationwide prohibits discrimination and harassment and affords equal employment opportunities to employees and applicants without regard to any characteristic (or classification) protected by applicable law.
This position could be filled within any of the lower 48 U.S. states.Smoke-Free Iowa Statement: Nationwide Mutual Insurance Company, its affiliates and subsidiaries comply with the Iowa Smokefree Air Act. Smoking is prohibited in all enclosed areas on or around company premises as well as company issued vehicles. The company offers designated smoking areas in which smoking is permitted at each individual location. The Act prohibits retaliation for reporting complaints or violations. For more information on the Iowa Smokefree Air Act, individuals may contact the Smokefree Air Act Helpline at 888-944-2247.For NY residents please review the following state law information: Notice of Employee Rights, Protections, and Obligations LS740 (ny.gov) https://dol.ny.gov/system/files/documents/2022/02/ls740_1.pdf
NOTE TO EMPLOYMENT AGENCIES:
We value the partnerships we have built with our preferred vendors. Nationwide does not accept unsolicited resumes from employment agencies. All resumes submitted by employment agencies directly to any Nationwide employee or hiring manager in any form without a signed Nationwide Client Services Agreement on file and search engagement for that position will be deemed unsolicited in nature. No fee will be paid in the event the candidate is subsequently hired as a result of the referral or through other means.
Nationwide pays on a geographic-specific salary structure and placement within the actual starting salary range for this position will be determined by a number of factors including the skills, education, training, credentials and experience of the candidate; the scope, complexity and location of the role as well as the cost of labor in the market; and other conditions of employment. If a Sales job, Sales Incentives, based on performance goals are possible in addition to this range. Note on Compensation for Part-Time Roles: Please be aware that the salary ranges listed below reflect full-time compensation. Actual compensation may be prorated based on the number of hours worked relative to a full-time schedule.The national salary range for Sr Consultant, Customer Experience : $138,000.00-$243,000.00The expected starting salary range for Sr Consultant, Customer Experience : $138,000.00 - $206,000.00Skills Required
- Eight or more years practicing human-centered design, customer experience leadership, or consulting
- Proven experience with strategy planning, leading strategic projects, and influencing executive stakeholders
- Deep expertise in research methodologies, especially ethnography and contextual inquiry
- Strong verbal and written communication, storytelling, and executive presence
- Ability to lead projects, provide direction to teams, and drive implementation
- Undergraduate degree in customer experience, HCI, psychology, information science, communications, or related field
Nationwide Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Nationwide and has not been reviewed or approved by Nationwide.
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Retirement Support — Retirement package includes a company‑paid pension alongside a matched 401(k) and retiree‑medical support, offering uncommon long‑term security.
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Leave & Time Off Breadth — Paid time off spans a broad bank plus company holidays, a floating “Unity Day,” additional paid time for volunteering/blood donation, dedicated hours for unexpected events, and other leaves such as bereavement and foster‑care.
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Parental & Family Support — Family supports include extended paid time for birth mothers, separate paid parental or adoption leave for bonding, and employer‑provided backup care.
Nationwide Insights
What We Do
Nationwide, a Fortune 100 company based in Columbus, Ohio, is one of the largest and strongest diversified insurance and financial services organizations in the United States. Nationwide is rated A+ by both A.M. Best and Standard & Poor’s. An industry leader in driving customer-focused innovation, Nationwide provides a full range of insurance and financial services products including auto, business, homeowners, farm and life insurance; public and private sector retirement plans, annuities and mutual funds; excess & surplus, specialty and surety; pet, motorcycle and boat insurance. For more information, visit www.nationwide.com.
