[Remote] Sr Consultant, Voice of Customer Management

Note: The job is a remote job and is open to candidates in USA. Nationwide is a Fortune 100 company focused on delivering exceptional customer care. They are seeking a Senior Consultant in Voice of Customer Management to activate customer insights, influence business strategies, and enhance the overall customer experience through effective data analysis and collaboration with various teams.ResponsibilitiesDevelops 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 partnersCollaborates 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 spendLeads, 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 actionDrives strategy around customer experience competitive intelligence for Nationwide. Identifies sources of advantages through industry assessment and competitive analysis and disseminates key insights to business partnersEnsures 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 engagementCultivates 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 organizationPartners with key internal partners (Marketing, Product, Nationwide Technology) to help prioritize initiatives based on customer insightsManages the budget with VP oversight: supports VP with management of contracts/relationships with key external vendorsSkillsBachelor's degreeEight or more years of progressive experience delivering valuable and impactful customer insightsExperience applying human-centered design and innovation frameworks to transform customer experienceMaintain a high level of expertise on external trends and practices related to customer experience measurement and standard methodologies across and outside our industryDisplay breadth and depth of knowledge regarding the field and data analysisAbility to partner optimally with key external vendors to establish and maintain strong relationships to ensure the expectations of Nationwide are metFamiliar with a variety of quantitative and qualitative research tools and the best methods for reaching customers and analyzing behaviorAbility to work cross-functionally and support multiple projects at the same timeImpactful verbal and written communication skillsWilling to take action, customer-focused, with effective prioritization, goal-setting and project management skillsBenefitsMedical/dental/visionLife insuranceShort and long term disability coveragePaid 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 dateNine paid holidays8 hours of Lifetime paid time off8 hours of Unity Day paid time off401(k) with company matchCompany-paid pension planBusiness casual attireCompany OverviewNationwide focuses on providing life and commercial insurance benefits along with home, business, renter and auto insurance services. It was founded in 1925, and is headquartered in Florence, Kentucky, USA, with a workforce of 10001+ employees. Its website is https://agency.nationwide.com.Company H1B SponsorshipNationwide has a track record of offering H1B sponsorships, with 8 in 2026, 8 in 2023, 2 in 2022. Please note that this does not guarantee sponsorship for this specific role.