[Remote] Consultant, Customer Experience (Billing and Payments)
Note: The job is a remote job and is open to candidates in USA. Nationwide is a Fortune 100 company focused on customer-centric protection services. The role involves leading customer experience improvement initiatives related to billing and payments, utilizing data-driven insights to enhance customer interactions and support business strategies.
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
- May perform other responsibilities as assigned
Skills
- 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
- 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
- Undergraduate degree in customer experience, human-centered research, design research, design thinking or related field
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 Overview
