Senior Consultant, Customer Experience

Nationwide Mutual Insurance Company; Kentucky; Hybrid; USD 138,000 - 243,000; Full time

Benefits offered by this job

Medical/dental/vision

Life insurance

Disability coverage

Paid time off

Holidays

Job summary

Nationwide Mutual Insurance Company is seeking a Sr Consultant, Customer Experience, to advance Nationwide’s mission of being the most customer-centric protection company. As a top-level consultant in the Office of the Chief Customer Officer, you will collaborate with enterprise teams on insights, define opportunity areas and equip the business with tools and education to inspire change.

Your ability to think strategically and tell compelling stories will help us understand our customers,

Qualifications

• 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.
• Ability to lead projects, provide direction and feedback to team members, and pivot as needed to meet deliverables.
• Excellent verbal and written communication skills.
• Deep expertise in research methodologies, especially ethnography and contextual inquiries.

Responsibilities

• Develop and maintain enterprise-wide CX frameworks and methodologies.
• Lead discovery phases for CX transformations and design future state experiences.
• Plan and conduct exploratory customer research and communicate findings to executives.
• Build relationships across business units to reduce silos and ensure cohesive CX.
• Facilitate workshops and discussions to align on CX strategies and support implementation.
• Collaborate with digital teams to align technology with CX goals.
• Analyze Voice of the Customer data to identify trends and actionable recommendations.
• Drive prioritization of CX initiatives and create a clear roadmap.
• Champion the customer perspective through storytelling and data-driven insights.

Education

Undergraduate degree in customer experience, human-computer interaction, psychology, information science, communications or related field

Job description

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. 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.

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 initiatives.
• 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.

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

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.

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-$243,000.00
• The expected starting salary range for Sr Consultant, Customer Experience : $138,000.00 - $206,000.00

At Nationwide, we find purpose in protecting people, businesses and futures with extraordinary care – and we’ve been doing that since 1926. Our financial strength and caring culture extend beyond our associates into the communities we serve. You really can feel the difference at Nationwide, which is why we continue to be named one of the Fortune 100 Best Companies To Work For. Check out why others think we're a great place to work, too, and let us know – can you see yourself at Nationwide?

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.