Sr Consultant, Voice of Customer Management

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.

We are seeking a Senior Consultant with a proven track record of activating Voice of the Customer insights with business leaders to influence priorities, shape decisions, and drive measurable improvements in the customer experience, moving beyond reporting insights to partnering with the business to define actions, build alignment, and ensure feedback leads to meaningful change. They will also bring thought leadership in Voice of the Customer and customer research, helping evolve how we listen, analyze, and act on feedback across the enterprise through modern methodologies, innovative approaches, and best practices. The ideal candidate will connect customer signals to business strategy and operational execution while bringing forward-thinking ideas, emerging trends, and a future-forward point of view that helps the business stay customer driven and future ready.

This role can be worked hybrid from the Columbus, OH campus or remote based upon candidate location.

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Job Description Summary

Do you love mining data for insight that will propel an always improving customer experience? If you possess both strategic and analytic capabilities, can push boundaries and reimagine ways to bring the voice of the customer to life at Nationwide, we want to know more about you!
As a Senior Consultant, your work will advance Nationwide’s mission to be the most customer-centric protection company. We'll count on you to help develop a strategic framework, capabilities and metrics to implement a comprehensive Voice of the Customer program to transform how we engage with our customers and partners. You'll have opportunities to aggregate customer data and feedback from a variety of sources to find opportunities and share impactful insights to improve and drive customer engagement and lifetime value.

Job Description

Key Responsibilities:

• Develops and provides solutions to providing a continuous positive customer experience. Enable associates, business units and partners with the best intelligence and insights that drive innovative experiences for customers and distribution partners.

• Collaborates with Finance and Strategy to identify metrics to track and report including customer scorecard, state of the customer report, metrics and targets for specific initiatives; coordinates with business units and Enterprise Analytics to optimize Voice of the Customer spend.

• Leads, analyzes and prepares the qualitative and quantitative data from feedback loops and interpret customer feedback to identify themes, insights and implications that provide a comprehensive view of customers’ perceptions of Nationwide. Creates clear and compelling reports that drive action.

• Drives strategy around customer experience competitive intelligence for Nationwide. Identifies sources of advantages through industry assessment and competitive analysis and disseminates key insights to business partners.

• Ensures successful deployment of the customer feedback management system to transform a multitude of customer interactions into customer intelligence that can significantly accelerate Nationwide's ability to improve the customer experience and improve operational efficiencies. Ensures Nationwide achieves the expected financial benefit through this engagement.

• Cultivates strong business partner relationships and helps them identify needs around customer experience and data analysis; assists business with insights that aid in prioritizing initiatives that deliver the most value to their organization.

• Partners with key internal partners (Marketing, Product, Nationwide Technology) to help prioritize initiatives based on customer insights.

• Manages the budget with VP oversight: supports VP with management of contracts/relationships with key external vendors. 

May perform other responsibilities as assigned.

Reporting Relationships: Reports to the VP, Customer Strategy & Engagement; individual contributor role, could lead a team in the future. 

Typical Skills and Experiences:

Education: Bachelor's degree 

Experience: Eight or more years of progressive experience delivering valuable and impactful customer insights; experience applying human-centered design and innovation frameworks to transform customer experience. 

Knowledge, Abilities and Skills: Maintain a high level of expertise on external trends and practices related to customer experience measurement and standard methodologies across and outside our industry; display breadth and depth of knowledge regarding the field and data analysis; ability to partner optimally with key external vendors to establish and maintain strong relationships to ensure the expectations of Nationwide are met. Familiar with a variety of quantitative and qualitative research tools and the best methods for reaching customers and analyzing behavior. Ability to work cross-functionally and support multiple projects at the same time. Impactful verbal and written communication skills. Willing to take action, customer-focused, with effective prioritization, goal-setting and project management skills. 

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 06/28/2026. 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, Voice of the Customer Management : $122,000.00-$214,000.00

The expected starting salary range for Sr Consultant, Voice of the Customer Management : $122,000.00 - $182,000.00