Sr Consultant, Voice of Customer Management

Nationwide is a Fortune 100 company with nearly $70 billion in annual sales, focused on delivering extraordinary care to its customers. They are seeking a Senior Consultant to activate Voice of the Customer insights, influence business decisions, and drive improvements in customer experience through strategic analysis and innovative methodologies.

Responsibilities:

• Develops and provides solutions to providing a continuous positive customer experience. Enable associates, business units and partners with the best intelligence and insights that drive innovative experiences for customers and distribution partners
• Collaborates with Finance and Strategy to identify metrics to track and report including customer scorecard, state of the customer report, metrics and targets for specific initiatives; coordinates with business units and Enterprise Analytics to optimize Voice of the Customer spend
• Leads, analyzes and prepares the qualitative and quantitative data from feedback loops and interpret customer feedback to identify themes, insights and implications that provide a comprehensive view of customers’ perceptions of Nationwide. Creates clear and compelling reports that drive action
• Drives strategy around customer experience competitive intelligence for Nationwide. Identifies sources of advantages through industry assessment and competitive analysis and disseminates key insights to business partners
• Ensures successful deployment of the customer feedback management system to transform a multitude of customer interactions into customer intelligence that can significantly accelerate Nationwide's ability to improve the customer experience and improve operational efficiencies. Ensures Nationwide achieves the expected financial benefit through this engagement
• Cultivates strong business partner relationships and helps them identify needs around customer experience and data analysis; assists business with insights that aid in prioritizing initiatives that deliver the most value to their organization
• Partners with key internal partners (Marketing, Product, Nationwide Technology) to help prioritize initiatives based on customer insights
• Manages the budget with VP oversight: supports VP with management of contracts/relationships with key external vendors

Requirements:

• Bachelor's degree
• Eight or more years of progressive experience delivering valuable and impactful customer insights
• Experience applying human-centered design and innovation frameworks to transform customer experience
• Maintain a high level of expertise on external trends and practices related to customer experience measurement and standard methodologies across and outside our industry
• Display breadth and depth of knowledge regarding the field and data analysis
• Ability to partner optimally with key external vendors to establish and maintain strong relationships to ensure the expectations of Nationwide are met
• Familiar with a variety of quantitative and qualitative research tools and the best methods for reaching customers and analyzing behavior
• Ability to work cross-functionally and support multiple projects at the same time
• Impactful verbal and written communication skills
• Willing to take action, customer-focused, with effective prioritization, goal-setting and project management skills