Consultant, Customer Experience (Billing and Payments)

If youre passionate about helping a Fortune 100 company with nearly $70 billion in annual sales drive their strategy forward through innovative product development and advancing strategic partnerships to protect customers then Nationwide is the place for you! At Nationwide on your side goes beyond just words. Our customers are at the center of everything we do and were looking for associates who are passionate about delivering extraordinary care.

Are you passionate about enabling extraordinary customer care and delivering business results We are seeking dynamic highperforming associates to lead enterprise customer experience improvement initiatives. By leveraging datadriven insights and applying innovative bestinclass processes and systems this team drives continuous improvement across critical customer interactionsincluding but not limited to billing and payments eDelivery capabilities and outbound communications. Success in this role requires strong collaboration across the CSIO organization as well as close partnership with enterprise business and technology teams.

This role is responsible for facilitating the design and development of a broad range of highimpact project initiatives that deliver enterprise strategies tools and resources to improve customer experience and support business strategies. The ideal candidate brings a proven track record of improving customer experience and demonstrates strong analytical thinking and problemsolving capabilities to identify root causes evaluate options and implement effective solutions. Exceptional communication skills are essential including the ability to clearly articulate insights influence stakeholders and translate complex concepts into compelling actionable messages. Additional key skills include proficiency in project management frameworks insight storytelling strong relationship building and business acumen across P&C and/or Financial Services.

You will present insights and recommendations to audiences ranging from executive leaders to business practitioners and may facilitate crossfunctional working groups to drive alignment and execution.

If you thrive in an agile collaborative environment and excel at shaping seamless customer experiences we invite you to join our team.

This role does not qualify for employer-sponsored work authorization. Nationwide does not participate in the Stem OPT Extension program.

Preference is for this role to work hybrid from the Columbus OH offices. Remote work arrangements will be considered for candidates located outside the Columbus area.

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Job Description Summary

As a consultant within the Office of the Chief Customer Officer you will be advancing Nationwides mission to be the most customer-centric protection company. Through collaboration across teams on customer insights goal state customer experience designs and experience frameworks and by practicing various research methodologies youll help us understand our customers define opportunity areas equip the business with tools and insights and inspire change.

Your ability to learn quickly about customer and business needs synthesize information and tell a compelling story will be key to your success. Well count on you to be a dedicated advocate for the customer be passionate about influencing experiences that help people and be driven to cultivate that same passion in your peers and business partners!

Job Description

Key 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 customers 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.

Reporting Relationships: Reports to VP Customer Experience.

Typical Skills and Experiences:

Education: Undergraduate degree in customer experience human-centered research design research design thinking or related field preferred.

Experience: 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.

Knowledge Abilities and Skills: 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.

Other criteria including leadership skills competencies and experiences may take precedence.

Staffing exceptions to the above must be approved by the hiring managers leader and HR Business Partner.

Values: Regularly and consistently demonstrates Nationwide Values.

Job Conditions:

Overtime Eligibility: Exempt (Not Eligible)

Working Conditions: Normal office environment

ADA: The above statements cover what are generally believed to be principal and essential functions of this job. Specific circumstances may allow or require some people assigned to the job to perform a somewhat different combination of duties.

We currently anticipate accepting applications until 02/12/2026. However we encourage early submissions as the posting may close sooner if a strong candidate slate is identified before the deadline.

Benefits

We have an array of benefits to fit your needs including: medical/dental/vision life insurance short 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 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. To learn more about the benefits we offer click here.

Nationwide is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive culture where everyone feels challenged appreciated respected and engaged. Nationwide prohibits discrimination and harassment and affords equal employment opportunities to employees and applicants without regard to any characteristic (or classification) protected by applicable law.

This position could be filled within any of the lower 48 U.S. states.

Smoke-Free Iowa Statement: Nationwide Mutual Insurance Company its affiliates and subsidiaries comply with the Iowa Smokefree Air Act. Smoking is prohibited in all enclosed areas on or around company premises as well as company issued vehicles. The company offers designated smoking areas in which smoking is permitted at each individual location. The Act prohibits retaliation for reporting complaints or violations. For more information on the Iowa Smokefree Air Act individuals may contact the Smokefree Air Act Helpline at .

For NY residents please review the following state law information: Notice of Employee Rights Protections and Obligations LS740 () TO EMPLOYMENT AGENCIES:

We value the partnerships we have built with our preferred vendors. Nationwide does not accept unsolicited resumes from employment agencies. All resumes submitted by employment agencies directly to any Nationwide employee or hiring manager in any form without a signed Nationwide Client Services Agreement on file and search engagement for that position will be deemed unsolicited in nature. No fee will be paid in the event the candidate is subsequently hired as a result of the referral or through other means.

Nationwide pays on a geographic-specific salary structure and placement within the actual starting salary range for this position will be determined by a number of factors including the skills education training credentials and experience of the candidate; the scope complexity and location of the role as well as the cost of labor in the market; and other conditions of employment. If a Sales job Sales Incentives based on performance goals are possible in addition to this range. Note on Compensation for Part-Time Roles: Please be aware that the salary ranges listed below reflect full-time compensation. Actual compensation may be prorated based on the number of hours worked relative to a full-time schedule.

The national salary range for Consultant Customer Experience : $108000.00-$200000.00

The expected starting salary range for Consultant Customer Experience : $108000.00 - $162000.00