Journey Lead; Business Delivery

Journey Lead – Journey Experience Team (JET)

The Journey Lead role is a critical member of the JET, representing the voice of the customer for the team to support planning, requirements gathering in partnership with technology and ensuring deliverables meet expectations and business outcomes.

• Champions the voice of the customer for the Journey Experience Team.
• Possesses expertise within the life insurance business, specifically post‑issue, and has general working knowledge of backend technology processes.
• Collaborates across the Journey Experience Team to continually refine and prioritize the journey backlog, balancing trade‑offs across user desirability, business viability, and technical feasibility.
• Empowered by Journey Owners to make localized tactical decisions, ensuring work aligns with and delivers upon customer expectations and business outcomes.
• Partners with Journey Owners and other team members to develop a roadmap of planned capabilities to achieve desired business outcomes.
• Manages internal business readiness and organizational change‑management activities.
• Participates in journey mapping sessions, bringing the voice of the customer into discussions and helping to prioritize pain points and counter‑measures.
• Collaborates closely with user experience and technology lines to translate the voice of the customer to support prototyping design and helps recruit financial professionals to participate in voice‑of‑customer interviews & focus groups.
• Participates in pre‑release and post‑implementation validation activities.
• Demonstrates the ability to poly‑skill to elevate team performance and achieve business outcomes.

• Proven ability to operate in a customer‑centric environment with an open mind and willingness to learn different skills to support the work.
• Experience closely collaborating in a cross‑functional team across multiple disciplines.
• Ability to build and nurture relationships to achieve shared outcomes.
• Considered an informal leader in their current role, driving change within their organization to achieve business outcomes.
• Deep knowledge of the life insurance business, specifically post‑issue.
• Data‑driven and able to influence others.
• Experience evaluating work from different dimensions—user desirability, technical feasibility, and business viability—to set priorities for the team.
• Proven ability to work independently and achieve results by working through others.

Hybrid in‑office schedule (2‑3 days per week) out of our Plaza One location. This is a G3 band role.

• Partners with senior leaders to transform their businesses through strategic application of people, processes, and technology.
• Participates in planning by identifying complexities, dependencies, and duplications.
• Leads business process analysis/design, organizational analysis, needs assessments, and cost‑benefit analysis to align solutions with business strategies.
• Consults with functional groups within Nationwide Technology and internal business clients to develop short‑ and long‑term transformation plans.
• Serves as process‑management contributor and consultant between business customers and system stakeholders for development and implementation of business processes.
• Communicates performance to customers, management, and external sources.
• Defines criteria of performance success and reports performance cohesively.
• Participates in analysis and design of organizational structures, roles, responsibilities, governance, staffing, and sourcing to support business goals.
• Contributes to executing business‑unit‑level change and provides training on trends to improve business performance.
• Facilitates evaluation and research of new and existing products, procedures, and workflow needs.
• Evaluates new technological developments and evolves business requirements, recommending appropriate systems alternatives and enhancements.
• Develops compelling business cases, including gaining senior management input, to accomplish objectives.
• Identifies, assesses, and mitigates business risks associated with current and target operating models.

• Education:
  
  Undergraduate studies in computer science, management information, business, mathematics…