Sr Consultant, Voice of Customer Management

If you're passionate about helping a Fortune 100 company with nearly $70billion in annual sales drive their strategy forward through innovative product development and advancing strategic partnerships to protect customers, consider Nationwide. We are looking for a senior consultant to activate Voice of the Customer insights with business leaders, influence priorities, shape decisions, and drive measurable improvements in the customer experience.

The 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 research, connect customer signals to business strategy, and bring forward‑thinking ideas and emerging trends to help the business stay customer‑driven and future‑ready.

• Develop and provide continuous solutions to improve the customer experience.
• Enable associates, business units, and partners with intelligence that drives innovative customer and distribution experiences.
• Collaborate with Finance and Strategy to identify, track, and report key metrics such as customer scorecards, state‑of‑the‑customer reports, and initiative targets.
• Coordinate with business units and Enterprise Analytics to optimize Voice of the Customer spend.
• Lead the analysis of qualitative and quantitative feedback, interpret customer insights, and provide actionable themes for business impact.
• Create clear, compelling reports that drive action across the organization.
• Drive strategy around customer experience competitive intelligence, identifying industry advantages and disseminating insights to business partners.
• Ensure successful deployment of the customer feedback management system and transform interactions into actionable intelligence.
• Monitor financial benefits of engagement initiatives and cultivate strong partner relationships to prioritize initiatives that deliver the most value.
• Partner with marketing, product, and technology teams to prioritize customer‑insight‑driven initiatives and manage vendor contracts under VP oversight.
• Perform other responsibilities as assigned.

• Bachelor’s degree required.
• Eight or more years of progressive experience delivering impactful customer insights.
• Experience applying human‑centered design and innovation frameworks to transform customer experience.
• Deep knowledge of customer experience measurement methods and competitive analysis.
• Proficiency with quantitative and qualitative research tools and customer analysis techniques.
• Strong cross‑functional collaboration, project management, and ability to manage multiple initiatives.
• Exceptional verbal and written communication skills.
• Customer‑focused mindset, effective prioritization, and goal‑setting abilities.
• Leadership potential and ability to build relationships with key external vendors.

• Medical, dental, and vision coverage.
• Life insurance, short‑ and long‑term disability.
• Paid time off: 18 days for new hires, 9 paid holidays, 8 hours Lifetime PTO, 8 hours Unity Day PTO.
• 401(k) with company match and company‑paid pension plan.
• Business casual dress code.

Nationwide is an equal‑opportunity employer. We celebrate diversity and are committed to creating an inclusive environment where everyone feels challenged, appreciated, respected, and engaged. Nationwide prohibits discrimination and harassment and affords equal employment opportunities to all employees and applicants without regard to any protected characteristic.