Nationwide · 8 hours ago
Consultant, Customer Experience (Billing and Payments)
Columbus, OH
Full-time
Hybrid
Mid, Senior Level
$108K/yr - $200K/yr
5+ years expNationwide is a Fortune 100 company focused on delivering extraordinary customer care. As a Consultant in Customer Experience, you will lead initiatives to improve customer interactions, particularly in billing and payments, by leveraging data-driven insights and collaborating with various teams.
BankingFinancial ServicesInsuranceLife Insurance
No H1B
Responsibilities
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
Qualification
Required
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
Undergraduate degree in customer experience, human-centered research, design research, design thinking or related field preferred
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
Excellent verbal and written communication skills
Expertise and practice of the fundamentals in a number of research methodologies, especially in-depth interviews and surveys and be able 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 leader
Independently and proactively seeks out answers as needed
Preferred
Education: Undergraduate degree in customer experience, human-centered research, design research, design thinking or related field preferred
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
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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