Sr Consultant, Customer Experience; Billing

Position: Sr Consultant, Customer Experience (Billing and Payments) If you're 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 we're 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, high‑performing associates to lead enterprise customer experience improvement initiatives. By leveraging data‑driven insights and applying innovative, best‑in‑class processes and systems, this team drives continuous improvement across critical customer interactions—including 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 high‑impact 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 problem‑solving 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 cross‑functional 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. The preference is for this role to collaborate in a hybrid capacity from the Columbus OH offices. Remote work arrangements will be considered for candidates located outside the Columbus area. #LI-MS2 #LI-HYBRID

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!

Key Responsibilities

• Develop and maintain enterprise‑wide customer experience (CX) frameworks and methodologies to enable transformation and align the organization around a common vision.
• Lead discovery phases for CX transformations, including defining outcomes, scoping the approach, selecting methodologies, diagnosing current state pain points and root causes, and designing future state experiences for both business‑unit and enterprise wide initiatives.
• Plan and conduct exploratory customer research to uncover insights about members and intermediaries; communicate findings to executive stakeholders.
• Build and sustain relationships across…

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