If you're passionate about helping a 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.
As a Consultant, Voice of Customer Management, your collaborative spirit, and expertise will be integral to our success. You will be responsible for ensuring our Voice of Customer (VOC) platforms and data assets are running smoothly, efficiently, and in a modern fashion. The platforms and data assets you will manage include our Qualtrics platform (Discover and Engage), internal curated data sources being created that combine VOC with customer data including the building of our AI VOC data asset, and the sampling process used in our transactional survey programs. Your role will involve direct collaboration with our technology teams, providing them with the business requirements they need to develop and maintain our VOC assets and managing our VOC build projects.
Additionally, you will serve as the vital link between the VOC team, Customer Office, and Business stakeholders, ensuring that these assets are effectively meeting their needs to derive insights.
This role does not qualify for employer-sponsored work authorization. Nationwide does not participate in the Stem OPT Extension program.
Remote work arrangements will be considered for candidates located outside the Columbus area.
Job Description Summary
As a Consultant, Voice of the Customer Management, you will be responsible for delivering customer-focused initiatives to bring the Voice of the Customer to life in support of Nationwide's mission. Will assist the Sr. Consultant, Voice of the Customer Management with developing frameworks, capabilities, and metrics to implement a comprehensive Voice of the Customer program to transform how we engage with our customers and partners. Is accountable for aggregating customer data and feedback from a variety of sources to find opportunities and share impactful insights to improve and drive customer engagement. Will maintain expertise on external trends and practices related to customer experience measurement and standard methodologies across and outside the Property & Casualty and Financial Services industries. Will offer knowledge and techniques to other analysts across the organization and serve as a subject matter expert for information needs and analysis.
Job Description
Key Responsibilities:
Provide in-depth technical expertise and support to cross-functional stakeholders, including building and maintaining insights dashboards, providing training for end-users, managing intake process, and managing technology changes because of new scope or enhancements
Act as the lead between Nationwide and Voice of the Customer vendors for any issues and enhancements related to Voice of the Customer program
Cultivate business partner relationships and help them identify needs around customer experience and data analysis; assist business with insights that aid in prioritizing initiatives that deliver the most value to their organization
Help business partners track customer experience improvements by developing and monitoring insights scorecard. Support business partners with ad-hoc requests for insights
Partner with Sr. Consultant, Voice of the Customer Management to help manage vendor spend, vendor contracts and vendor relationships
Lead special projects and serves as data/technical lead and contact for the Voice of the Customer program. Provide support as needed for other Voice of the Customer program initiatives
May perform other responsibilities as assigned.
Reporting Relationships: Reports to Vice President, Customer Strategy and Engagement with dotted line responsibility to Sr. Consultant Voice of the Customer Management. This is an individual contributor role and does not have direct reports; may have opportunity to lead projects or teams.
Typical Skills and Experiences:
Education: Undergraduate degree in information management, business, mathematics, or related field desired.
Experience: Typically, eight or more years of related experience in a business information analysis role, or similar business-related position that involves analysis, research, data analytics, problem solving, planning, coordinating, and organizing.
Knowledge, Abilities and Skills: Experience in synthesizing insights, visualizing findings, solutioning process improvements, and telling data-driven stories to business users. Experience developing and maintaining insights dashboards and providing technical support. Ability to think creatively and critically; and ability to thrive in a fast-paced and multifaceted work environment. Ability to conduct independent research and analysis. Excellent relationship building skills and exceptional project management skills with the ability to lead large or sophisticated projects. Effective communication skills and ability to deal with ambiguity. Works independently with minimal oversight. Knowledge of Customer Feedback Management tools (such as, Clarabridge, Qualtrics) is a plus, but not required. Experience working in data analysis, natural language processing, machine luring is also a plus.
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. Extended periods of personal computer usage and occasional extended and non-standard hours. On rare occasions, may require travel.
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 01/13/2026. 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 Consultant, Voice of the Customer Management : $97,000.00-$180,000.00The expected starting salary range for Consultant, Voice of the Customer Management : $97,000.00 - $145,000.00
