Consultant, Customer Experience
Nationwide Mutual Insurance Company, Columbus, OH, United States
## Consultant, Customer Experience* 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.* Conducts qualitative and quantitative customer research to uncover insights about members and intermediaries; communicate progress and findings to an interdisciplinary working team.* Amplifies the customer’s voice using data, insights, success metrics and the power of storytelling.* Builds positive relationships with partners to influence priorities and solutions to improve the customer experience.* Leads presentations, facilitates discussion, orchestrates workshop development and facilitation, synthesizes conclusions, and offers continuous support.* Drives project momentum and discipline through organized documentation, communication and accountability. Anticipates obstacles and project team needs proactively.* Analyzes and synthesizes data across different Voice of the Customer sources to diagnose insights and construct a compelling narrative that links insights to action.Demonstrates proven expertise in research, strategy, and customer experience.
Displays an ability to equip business partners with quick wins and longer-term improvement opportunities. **Experience:** Typically, 5-7 years professionally practicing some aspect of human-centered design, Customer Experience or consulting. Proven knowledge of strategy concepts and research methodologies. Proven ability to use business and customer knowledge to diagnose areas of opportunity and recommend solutions. 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,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 , too, and let us know – #J-18808-Ljbffr
Displays an ability to equip business partners with quick wins and longer-term improvement opportunities. **Experience:** Typically, 5-7 years professionally practicing some aspect of human-centered design, Customer Experience or consulting. Proven knowledge of strategy concepts and research methodologies. Proven ability to use business and customer knowledge to diagnose areas of opportunity and recommend solutions. 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,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 , too, and let us know – #J-18808-Ljbffr