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.

About the role

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. This role moves beyond reporting insights to partnering with the business to define actions, build alignment, and ensure feedback leads to meaningful change. The ideal candidate will 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 role connects 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.

Responsibilities

• Develop and provide solutions to ensure a continuous positive customer experience.
• Enable associates, business units, and partners with intelligence and insights that drive innovative experiences for customers and distribution partners.
• Collaborate 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; coordinate with business units and Enterprise Analytics to optimize Voice of the Customer spend.
• Lead, analyze, and prepare 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.
• Create clear and compelling reports that drive action.
• Drive strategy around customer experience competitive intelligence for Nationwide. Identify sources of advantages through industry assessment and competitive analysis and disseminate key insights to business partners.
• Ensure successful deployment of the customer feedback management system to transform customer interactions into customer intelligence that accelerates Nationwide's ability to improve the customer experience and operational efficiencies. Ensure Nationwide achieves the expected financial benefit through this engagement.
• Cultivate strong business partner relationships and help them identify needs around customer experience and data analysis; assist business with insights that aid in prioritizing initiatives delivering the most value.
• Partner with key internal partners (Marketing, Product, Nationwide Technology) to prioritize initiatives based on customer insights.
• Manage the budget with VP oversight: support VP with management of contracts/relationships with key external vendors.
• Perform other responsibilities as assigned.

Requirements

• Bachelor’s degree.
• 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.

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 ensuring Nationwide’s expectations 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 simultaneously.
• Impactful verbal and written communication skills.
• Willing to take action, customer-focused, with effective prioritization, goal-setting, and project management skills.

Benefits

• Medical, dental, and vision insurance.
• 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 and 8 hours of Unity Day paid time off.
• 401(k) with company match.
• Company-paid pension plan.
• Business casual attire.

Pay

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.

Nationwide pays on a geographic-specific salary structure, and placement within the actual starting salary range for this position will be determined by skills, education, training, credentials, and experience of the candidate; the scope, complexity, and location of the role; and the cost of labor in the market.