AVP, Voice of the Customer Management

If you're passionate about influencing the customer experience to enable customer-driven growth and deliver extraordinary care, then Nationwide's Office of the Chief Customer Officer could be the place for you!

Job Description Summary
Do you love mining data for insights that will propel an always improving customer experience? If you possess both strategic and analytic capabilities, can push boundaries and reimagine ways to bring the voice of the customer to life at Nationwide, we want to know more about you!

As an AVP, you will develop and execute the long-term voice of the customer strategy for Nationwide and orchestrate cross-functional efforts to improve customer experience and drive business outcomes. You'll also build relationships and influence senior leaders across the enterprise to ensure support of the customer experience vision and strategy. We'll count on you to equip the organization with voice of the customer tools and customer insights needed to understand our customers, define and shape opportunities along customer journeys, and enable business and customer success.

Job Description

Key Responsibilities:

• Develops strategic framework, capabilities, and metrics to implement a comprehensive voice of the customer program that significantly accelerates Nationwide's ability to identify and address the right opportunities to improve customer experience.
• Evolves the internal and external customer benchmarking programs to ensure the enterprise receives highly relevant, timely, and actionable data on Nationwide and its key competitors in the most cost-effective manner.
• Drives the deployment and operationalization of the enterprise customer feedback management system that can transform a multitude of customer interactions into customer intelligence.
• Leads the integration efforts of customer learnings and insights from a variety of data sources to drive a holistic approach that informs customer journey prioritization and design for our business units.
• Partners with Enterprise Innovation and Digital Organization (EIDO) and business unit stakeholders to establish Customer Performance Indicators (CPI) and Key Performance Indicators (KPI) for critical customer journeys, enabling reporting, monitoring, and action planning to improve journey success.
• Works with analytics and business leaders across Nationwide to leverage voice of the customer data and predictive modeling techniques to identify opportunities in support of business revenue goals.
• Collaborates with Enterprise Analytics Office (EAO) and business unit stakeholders to develop enterprise customer experience dashboards and scorecard to track performance of key strategic initiatives against key customer experience metrics.
• Drives strategy around customer experience competitive intelligence for Nationwide. Identifies sources of advantages through industry assessment and competitive analysis and disseminates key insights to business stakeholders.
• Maintains close partnership with the Technology leadership team to ensure alignment and integration of voice of the customer data tools and solutions.
• Manages relationships with key external voice of the customer and data vendors, such as, Qualtrics, J.D. Power, Market Metrics, and Bain.
• Motivates and leads a high performing team; responsible for associate management including talent acquisition, performance management, salary planning and administration, workflow and organizational planning, talent management (including skill and capability development) and succession planning, and disciplinary actions when necessary.

May perform other responsibilities as assigned.

Reporting Relationships: Reports to VP, Customer Strategy & Engagement. Leads a team of 4 or more direct reports. May also lead indirect reports.

Typical Skills and Experiences:

Education: Undergraduate degree in Business, Mathematics, Market Research, or related field. Graduate degree in a related field or MBA preferred.

License/Certification/Designation: CPCU, CLU, CIC, Securities License(s) strongly preferred. Certified Customer Experience Professional (CCXP) credential or Forrester CX certification also preferred.

Experience: Typically, ten or more years of progressive leadership in the field of customer or market research and insights. Prior experience leading the planning and execution of large enterprise initiatives.

Knowledge, Abilities and Skills: In-depth knowledge of the insurance/financial services industry preferred. Strategic planning and thought leadership balanced with the ability to execute day to day operations. Strong leadership skills with ability to influence outside of formal reporting lines; demonstrated ability to work cross-functionally and influence key enterprise functions. Strong ability to integrate critical information from diverse data sources to identify insights that may inform strategy and to measure and monitor performance; ability to translate findings into actionable communications. Deep understanding and demonstrated experience in a wide variety of customer research and experience measurement tools, concepts, and techniques for customer experience measurement and analysis. Ability to coach, mentor and motivate team members, establish priorities, meet objectives, and foster a diverse work environment. Excellent communicator (verbal and written) with ability to present to large groups and senior executives. Strong organizational skills and ability to manage multiple ongoing initiatives and thrive in a fast-paced environment.

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

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

Values: Regularly and consistently demonstrates Nationwide Values.

Job Conditions:

Overtime Eligibility: Not eligible (Exempt)

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.

Benefits

We have an array of benefits to fit your needs, including: medical/dental, paid time off plus nine paid holidays, 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.