Senior Consultant, Customer Experience

Nationwide
Ohio, United States
Workplace: RemoteFull timeUSD 138,000 - 243,000 annuallyFunction: Customer Success & Account ManagementExperience: 8+ yearsEducation: bachelorsSkills: ["Communication","Storytelling","Strategic thinking","Executive presence","Leadership","Influencing","Self-motivation","Agile mindset"]

Lead enterprise customer experience (CX) strategy and transformations by gathering customer feedback, conducting research, and analyzing Voice of the Customer data to uncover trends and root causes. Develop and maintain CX frameworks and methodologies, facilitate workshops for alignment, and translate insights into compelling narratives, prioritization, and roadmaps. Partner with digital and shared services teams to align technology with CX goals and advise on performance metrics and continuous improvement.

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FursaFursa
Nationwide
Nationwide
1 day ago

Senior Consultant, Customer Experience

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Source: Company careers pageValidated by: Fursa AI
Last checked: 16 hours agoStatus: Live

Job Summary

Lead enterprise customer experience (CX) strategy and transformations by gathering customer feedback, conducting research, and analyzing Voice of the Customer data to uncover trends and root causes. Develop and maintain CX frameworks and methodologies, facilitate workshops for alignment, and translate insights into compelling narratives, prioritization, and roadmaps. Partner with digital and shared services teams to align technology with CX goals and advise on performance metrics and continuous improvement.
Location: Ohio, United States
Workplace: Remote
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Mid level

Key Responsibilities

  • •Develop and maintain enterprise-wide CX frameworks and methodologies to enable transformation and align the organization.
  • •Lead discovery for CX transformations: define outcomes, scope approaches, select methodologies, diagnose current-state pain points and root causes, and design future-state experiences.
  • •Plan and conduct exploratory customer research, synthesize findings, and communicate insights to executive stakeholders.
  • •Build relationships across business units, facilitate workshops and discussions, and support implementation of CX strategies.
  • •Analyze Voice of the Customer data to identify trends and translate insights into actionable recommendations, narratives, CX performance metrics, and roadmaps.

Pay and Benefits

Salary: USD 138,000 - 243,000 annually
Perks:Health InsuranceDentalVisionLife InsuranceLong-term DisabilityPaid LeavePension401kPaid Holidays

Key Requirements

  • •Undergraduate degree in customer experience, human-computer interaction, psychology, information science, communications, or related field (preferred).
  • •Typically 8+ years practicing human-centered design, Customer Experience leadership, or consulting.
  • •Proven knowledge of strategy planning, concepts, and methodologies; ability to diagnose areas of opportunity and recommend solutions.
  • •Significant leadership experience managing strategic projects (from consulting or Fortune 100 strategy planning).
  • •Strong executive presence with communication skills; comfortable influencing leaders and leading projects with minimal oversight.
Experience:8+ years
Education:Bachelor's in customer experience, human-computer interaction, psychology, information science, communications or related field
Skills:CommunicationStorytellingStrategic thinkingExecutive presenceLeadershipInfluencingSelf-motivationAgile mindset

Eligibility

Work Authorization:Authorization required. Sponsorship not provided.

Company Brief

Nationwide
Nationwide is a mutual insurance and financial services company offering auto, home, life insurance, retirement planning, investments, and banking products for individuals and businesses across the United States.
Industry: Insurance
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Established Company
Headquarters: Columbus, United States
Founded: 1926
Glassdoor
Glassdoor: 3.6
WebsiteLinkedIn