Nationwide · 10 hours ago
Sr Consultant, Customer Experience (Billing and Payments)
United States
Full-time
Remote
Senior Level, Lead/Staff
$138K/yr - $243K/yr
8+ years expNationwide is a Fortune 100 company focused on delivering exceptional customer care. The Sr Consultant, Customer Experience (Billing and Payments) will lead initiatives to enhance customer experiences by leveraging data insights and fostering collaboration across teams.
BankingFinancial ServicesInsuranceLife Insurance
No H1B
Responsibilities
Develop and maintain enterprise-wide customer experience (CX) frameworks and methodologies to enable transformation and align the organization around a common vision
Lead discovery phases for CX transformations, including defining outcomes, scoping the approach, selecting methodologies, diagnosing current state pain points and root causes, and designing future state experiences for both business-unit and enterprise wide initiatives
Plan and conduct exploratory customer research to uncover insights about members and intermediaries; communicate findings to executive stakeholders
Build and sustain relationships across business units to reduce silos, foster collaboration, and ensure delivery of cohesive customer experiences
Facilitate workshops, presentations, and discussions to gain alignment on CX strategies and provide ongoing support for implementation
Collaborate with digital and shared services teams to ensure alignment of technology solutions with CX goals
Analyze and synthesize across different Voice of the Customer data sources to identify trends, diagnose pain points, and translate insights into actionable recommendations and a compelling narrative on where to focus and why
Drive prioritization of CX initiatives by building frameworks that link insights to business value and investment decisions and result in a clear actionable roadmap
Champion the customer perspective through storytelling and data-driven insights to influence strategies and keep customer needs central to business practices
Consult on CX performance metrics and scorecards to measure success and inform continuous improvement
Qualification
Required
Typically, eight or more years professionally practicing some aspect of human-centered design, Customer Experience leadership or Consulting
Proven knowledge of strategy planning, concepts and methodologies
Significant leadership experience with strategic projects, from either a top tier consulting firm or a Fortune 100 strategy planning group
Proven ability to use business and customer knowledge to diagnose areas of opportunity and recommend solutions
Strong executive presence, communication skills, and comfortable influencing leaders at various levels throughout the organization
Able to lead projects, provide direction and feedback to team members, and pivot as needed to meet project deliverables and deadlines
Excellent verbal and written communication skills
Deep expertise and practice of the fundamentals in a number of research methodologies, especially ethnography and contextual inquiries and be able to identify the right methodology given the learning objective
Comfortable speaking publicly to large groups and explaining strategy rationale to other parts of the business
Ability to navigate multiple partner groups, tell compelling narratives and influence others
Owns work with minimal oversight
Ability to think strategically and tactfully
Comfortable with ambiguity and demonstrates an agile mindset
Independent and self-motivated
Can provide leadership for all aspects of the strategy process, as well as areas outside field of expertise
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
Company
Nationwide
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.
10001+ employees
Funding
Current Stage
Late StageLeadership Team
Jim Grafmeyer
VP, Chief Enterprise Architect
Tony Fenton
Vice President Commercial Lines Underwriting & Product - Commercial, E&S and Specialty
Recent News
2025-11-24
2025-10-20
2025-09-27
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