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Nationwide · 13 hours ago

Consultant, Voice of the Customer Management

Columbus, OH

Full-time

Hybrid

Senior Level, Lead/Staff

$97K/yr - $180K/yr

8+ years exp

Nationwide is a leading company in the insurance sector, dedicated to delivering extraordinary customer care. As a Consultant in Voice of the Customer Management, you will oversee VOC platforms and data assets, collaborating with technology teams to enhance customer engagement and insights.

BankingFinancial ServicesInsuranceLife Insurance

No H1B

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

Qualification

QualtricsData analysisInsights dashboardsCustomer Feedback ManagementNatural language processingProject managementRelationship buildingEffective communicationProblem solving

Required

Undergraduate degree in information management, business, mathematics, or related field desired

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

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

Preferred

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 learning is also a plus

Benefits

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.

Company

Nationwide

Glassdoor3.9

Nationwide, a Fortune 100 company based in Columbus, Ohio, is one of the largest and strongest diversified insurance and financial services organizations in the United States.

Founded in 1925

Columbus, Ohio, USA

10001+ employees