Journey Experience Lead (Life Business Delivery)

About the role

The Service Experience Enhancers Journey Experience Team (SEE JET) is focused on testing and deploying new digital capabilities supporting financial professionals, firm partners and members within our life insurance post issue business. The JET is a dedicated, cross functional team made up of business, technology and user experience representatives to support digital product discovery, journey mapping, prototype design and implementation to drive key business outcomes over the next several years.

Responsibilities

• Champions “voice of the customer” for the Journey Experience Team.
• Possess expertise within the life insurance business, specifically post issue. Has general working knowledge of backend technology processes.
• Collaborates across the Journey Experience Team to continually refine and prioritize Journey backlog balancing tradeoffs across user desirability, business viability, and technical feasibility that align to the business outcomes.
• Empowered by Journey Owners to make localized tactical decisions ensuring work aligns to and delivers upon the customer expectations and business outcomes.
• Pairs with Journey Owners and other team members to develop a roadmap of planned capabilities to achieve desired business outcomes.
• Manages internal business readiness and organizational change management activities.
• Participates in journey mapping sessions bringing voice of customer into the discussions and helps to prioritize pain points and counter measures.
• Collaborates closely with user experience and technology line to translate the voice of the customer to support prototyping design and helps to recruit financial professionals to participate in voice of customer interviews & focus groups.
• Participates in prerelease and post implementation validation activities.
• Able to poly-skill to elevate team performance and achieve business outcomes.

Qualifications

• Proven ability to operate in a customer centric environment with an open-mind and willingness to learn different skills to support the work.
• Experience in closely collaborating in a cross-functional team across multiple disciplines.
• Ability to build and nurture relationships to achieve shared outcomes.
• Is considered an informal leader in their current role in driving change within their organization to achieve business outcomes.
• Deep knowledge of the life insurance business, specifically post issue.
• Is data-driven and possesses the ability to influence others.
• Has experience in evaluating work from different dimensions such as user desirability, technical feasibility, and business viability to set priorities for the team.
• Proven ability to work independently and get results by working through others.

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.
• 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.