Consultant, Process Management; Office Customer Relations

Overview

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, 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.

We’re seeking a seasoned consultant in process management to lead measurable improvements in accuracy, efficiency, and customer experience. As an OCR Process Management Consultant, you will be responsible for designing, optimizing, and governing end‑to‑end OCR-enabled workflows. You will also lead the design and execution of training to ensure teams can effectively operate, manage, and continuously improve OCR processes. You will partner with business, IT, operations, and vendor teams to:

• Assess current OCR processes and performance
• Identify and prioritize improvement opportunities
• Design and execute training programs for associates and stakeholders on OCR processes, controls, and technology tools
• Implement best practices, controls, and metrics for OCR operations
• Ensure that OCR solutions align with regulatory, risk, and customer experience expectations

This is a highly visible role for someone who combines strong process management expertise with a practical understanding of technologies, a passion for continuous improvement, and the ability to build capability through effective training.

Due to the nature of this role, hybrid work at the Columbus, OH offices in Grandview Yard is preferred. Remote work arrangements will be considered for candidates located outside the Columbus area.

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

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Are you process focused and detail oriented? Do you thrive in a busy, engaging work environment? If so, we want to know more about you! As a Consultant, you'll provide expertise on business and/or systems processes. You'll work on complex process analysis, design, implementation, execution or operational management. You'll drive analysis of existing processes, procedures and methods to ensure and promote effective business operations through standardization, improvement, simplification or discontinuance.

• Utilizes expertise in design, development configuration, customization, deployment, maintenance and updating of processes and procedures. Ensures processes are followed within organization and effectively manages customer communication.
• Manages day-to-day operations of business and systems processes, including the operation of process-related tools. Runs key process events and the fulfillment of customer requests and process results through all phases of the process life cycle.
• Consults and provides expertise to executives, customers and core business functions on process redesign and/or re-engineering initiatives and projects through continuous process improvements.
• Consults as a process specialist on process evaluations and develops recommendations by using benchmarks, pilots, prototyping and modeling to assess potential use of new methods and workflows.
• Develops and provides recommendations on possible process, tool and control improvements to increase the quality and optimization of business services and resources. Leads ongoing process design activities for a given set of customers.
• Provides experienced consultation for sophisticated process tools and methods in order to develop, design, implement, monitor, maintain, operate and improve business and/or system processes.
• Mentors, educates and trains others on the use of process design techniques, methods and tools.
• Initiates, develops and maintains collaborative relationships with vendors, partners and suppliers to support customer or systems plans. Manages service evaluations on outside consulting service vendors.
• Earns recognition across the organization for process design, support and operational expertise and is sought as…