CX Design Researcher and Strategist (Remote)

  • Full Time
  • Remote

Nationwide Mutual Insurance

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!

This is a program lead role and a senior leadership position with broad reach and high impact across the enterprise. Your journey mapping expertise and facilitation skills will help advance the practice at Nationwide as you support CX champions within the business to map key journeys confidently, efficiently, and effectively. You will develop resources, lead training and best practices, and help partners with varying CX maturity levels to plan and execute their journey mapping strategy. Your elevated talent for telling effective customer stories both verbally and visually will show others, by example, how to be customer centric.

Our CX team is a small, close-knit, highly engaged, dynamic, and friendly team with a diverse culture that embraces the value of strategic design thinking. We function like a research agency and offer a wide array of exposure to multiple business segments in insurance and financial services. We lead collaborative project teams and partner with creative talent across all functional areas including UX, digital, innovation, marketing, finance, HR, and others. Our high-profile initiatives drive strategic decisions, roadmaps, solution design, and measurement plans at an enterprise and business unit level in support of business and customer outcomes. In 2022 we won the CEO award for a successful, innovative virtual experience room that’s helping all associates understand what our customers value most.

This role can be fully remote, but candidate must be available during east coast hours of operation (9am – 5pm EST).

Skilled knowledge in UX and CX is required. Certification in CX or journey mapping is ideal, as is a Master’s degree in design, HCI (human computer interaction), human factors, psychology, cognitive science, or related field.

Portfolio expected

Compensation Grade: H3

Nationwide pays based on a geographic-specific salary structure. The actual salary for this position will be determined by a number of factors, including the scope, complexity and location of the role as well as the cost of labor in the market; the skills, education, training, credentials and experience of the candidate; and other conditions of employment. If a Sales job, Sales Incentives, based on performance goals are possible in addition to this range. The role may also be eligible for either short-term or long-term incentive plans based on business and/or position-specific results. Newly hired full-time associates receive a minimum of 18 days paid time off each full calendar year, pro-rated quarterly based on hire date. Newly hired full-time associates at higher job levels may receive additional paid time off. You will also receive 8 hours of Lifetime paid time off and 8 hours of Unity Day paid time off. The range for this role is listed below.

In Washington, the salary range for Sr Consultant, Customer Experience is $105,000.00 to $191,000.00.

Job Description Summary

As a top-level consultant within the Office of the Chief Customer Officer, you will be advancing Nationwide’s mission to be the most customer-centric protection company. Through collaboration with enterprise teams on customer insights, goal state customer experience designs, and education on experience frameworks and methodologies, you’ll help us understand our customers, define opportunity areas and equip the business with tools, methodologies, and inspire change.

Your ability to think strategically, have a deep understanding of customer and business needs, synthesize information and tell a compelling story will be key to your success. We’ll count on you to be a dedicated advocate for the customer, be passionate about crafting experiences that help people, and be driven to cultivate that same passion in your peers and business partners!

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