Consultant, Voice Customer Management

Overview

As a Consultant, Voice of Customer Management, you will play a critical role in ensuring our Voice of Customer (VOC) platforms and data assets operate smoothly and efficiently. You will manage Qualtrics platforms, internal data sources, AI VOC data assets, and sampling processes for transactional surveys. Your responsibilities include collaborating with technology teams, defining business requirements, and managing VOC build projects.

You will also serve as a key liaison between the VOC team, Customer Office, and business stakeholders to align assets with business needs.

• Provide technical expertise and support across cross‑functional teams, building and maintaining insights dashboards, delivering end‑user training, and managing intake processes and technology changes.
• Act as the lead liaison between Nationwide and VOC vendors on program issues and enhancements.
• Build business partner relationships, identify needs in customer experience and data analysis, and support prioritization of value‑driven initiatives.
• Track customer experience improvements by developing and monitoring insights scorecards; address ad‑hoc insight requests.
• Collaborate with the Senior Consultant on vendor spend, contracts, and relationship management.
• Lead special projects and serve as data/technical lead for the VOC program and related initiatives.

Reports to the Vice President, Customer Strategy and Engagement, with a dotted‑line reporting relationship to the Senior Consultant, Voice of the Customer Management. This is an individual‑contributor role and does not include direct reports; however, there may be opportunities to lead projects or teams.

Education: Undergraduate degree in information management, business, mathematics, or a related field.

Experience: Minimum eight years in a business information analysis role or a related position involving analysis, research, data analytics, problem solving, planning, coordinating, and organizing.

• Experience synthesizing insights, visualizing findings, and driving process improvements.

• Ability to develop and maintain insights dashboards and provide technical support.

• Strong communication, relationship‑building, and project management skills.

• Proficiency with Customer Feedback Management tools such as Clara bridge or Qualtrics.

• Knowledge of data analysis, natural language processing, or machine learning is a plus.

Consistently demonstrate Nationwide values in all interactions.

Overtime Eligibility: Not eligible (Exempt)

Working Conditions: Normal office environment; primarily computer‑based work. Occasional extended or non‑standard hours and travel may be required.

• Medical, dental, and vision coverage
• Life insurance; short‑ and long‑term disability coverage
• Paid time off: 18 days for new hires, nine paid holidays, 8 hours of Lifetime PTO, 8 hours of Unity Day PTO
• 401(k) with company match
• Company‑paid pension plan
• Business casual attire and other benefits

Nationwide is an equal‑opportunity employer. We celebrate diversity and are committed to an inclusive culture where everyone feels challenged, appreciated, respected, and engaged. Nationwide prohibits discrimination and harassment and affords equal employment opportunities to all employees and applicants without regard to any protected characteristic.

This position is open until 01/13/2026 or until a suitable candidate is selected.