Consultant, Customer Experience; Billing

Job Description Summary

As a 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 across teams on customer insights, goal state customer experience designs, and experience frameworks, and by practicing various research methodologies, you'll help us understand our customers, define opportunity areas, equip the business with tools and insights, and inspire change.

Your ability to learn quickly about 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 influencing experiences that help people and be driven to cultivate that same passion in your peers and business partners!

• Demonstrates proven expertise in research, strategy, and customer experience. Displays an ability to equip business partners with quick wins and longer-term improvement opportunities.
• 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.
• May perform other responsibilities as assigned.

Reporting Relationships:
Reports to VP, Customer Experience.

Education: Undergraduate degree in customer experience, human-centered research, design research, design thinking or related field preferred.

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.

Knowledge, Abilities and

Skills:

Excellent verbal and written communication skills. Expertise in the fundamentals of several research methodologies, especially in-depth interviews and surveys, and the ability to identify the right methodology given the learning objective. Comfortable explaining research findings and equipping business partners with actionable insights. Ability to collaborate with the business, tell compelling narratives and influence others. Can complete research or strategy tasks with oversight and guidance provided by a leader.

Independently and proactively seeks out answers as needed.

Values:
Regularly and consistently demonstrates Nationwide Values.

Job

Conditions:

Overtime Eligibility:
Exempt (Not Eligible)

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 02/12/2026. However, we encourage early submissions, as the posting may close sooner if a strong candidate slate is identified before the deadline.

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…