> Markdown version of [/jobs/ext/2014168-sr-consultant-voice-of-customer-management](https://www.wearedevelopers.com/jobs/ext/2014168-sr-consultant-voice-of-customer-management). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md).

---

# Sr Consultant, Voice of Customer Management

- **Company:** Nationwide Mutual Insurance Company
- **Location:** Columbus, OH, United States (Remote available)
- **Experience:** Expert
- **Salary:** $122,000.0 - $182,000.0
- **Contract:** Permanent contract
- **Skills:** Data Analysis, Customer Data Management, Data Mining, User-Centered Design
- **Published:** August 10, 2026
- **Apply:** https://www.adzuna.com/details/5833281268

## About the Role

Do you love mining data for insight 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!, Education: Bachelor's degree

Experience: Eight or more years of progressive experience delivering valuable and impactful customer insights; experience applying human-centered design and innovation frameworks to transform customer experience.

Knowledge, Abilities and Skills: Maintain a high level of expertise on external trends and practices related to customer experience measurement and standard methodologies across and outside our industry; display breadth and depth of knowledge regarding the field and data analysis; ability to partner optimally with key external vendors to establish and maintain strong relationships to ensure the expectations of Nationwide are met. Familiar with a variety of quantitative and qualitative research tools and the best methods for reaching customers and analyzing behavior. Ability to work cross-functionally and support multiple projects at the same time. Impactful verbal and written communication skills. Willing to take action, customer-focused, with effective prioritization, goal-setting and project management skills.

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 Human Resources Business Partner.

## Description

We are seeking a Senior Consultant with a proven track record of activating Voice of the Customer insights with business leaders to influence priorities, shape decisions, and drive measurable improvements in the customer experience, moving beyond reporting insights to partnering with the business to define actions, build alignment, and ensure feedback leads to meaningful change. They will also bring thought leadership in Voice of the Customer and customer research, helping evolve how we listen, analyze, and act on feedback across the enterprise through modern methodologies, innovative approaches, and best practices. The ideal candidate will connect customer signals to business strategy and operational execution while bringing forward-thinking ideas, emerging trends, and a future-forward point of view that helps the business stay customer driven and future ready., As a Senior Consultant, your work will advance Nationwide's mission to be the most customer-centric protection company. We'll count on you to help develop a strategic framework, capabilities and metrics to implement a comprehensive Voice of the Customer program to transform how we engage with our customers and partners. You'll have opportunities to aggregate customer data and feedback from a variety of sources to find opportunities and share impactful insights to improve and drive customer engagement and lifetime value., * Develops and provides solutions to providing a continuous positive customer experience. Enable associates, business units and partners with the best intelligence and insights that drive innovative experiences for customers and distribution partners.

 * Collaborates with Finance and Strategy to identify metrics to track and report including customer scorecard, state of the customer report, metrics and targets for specific initiatives; coordinates with business units and Enterprise Analytics to optimize Voice of the Customer spend.
 * Leads, analyzes and prepares the qualitative and quantitative data from feedback loops and interpret customer feedback to identify themes, insights and implications that provide a comprehensive view of customers' perceptions of Nationwide. Creates clear and compelling reports that drive action.
 * 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 partners.
 * Ensures successful deployment of the customer feedback management system to transform a multitude of customer interactions into customer intelligence that can significantly accelerate Nationwide's ability to improve the customer experience and improve operational efficiencies. Ensures Nationwide achieves the expected financial benefit through this engagement.
 * Cultivates strong business partner relationships and helps them identify needs around customer experience and data analysis; assists business with insights that aid in prioritizing initiatives that deliver the most value to their organization.
 * Partners with key internal partners (Marketing, Product, Nationwide Technology) to help prioritize initiatives based on customer insights.
 * Manages the budget with VP oversight: supports VP with management of contracts/relationships with key external vendors.

May perform other responsibilities as assigned.

Reporting Relationships: Reports to the VP, Customer Strategy & Engagement; individual contributor role, could lead a team in the future., For NY residents please review the following state law information: Notice of Employee Rights, Protections, and Obligations LS740 (ny.gov) https://dol.ny.gov/system/files/documents/2022/02/ls740_1.pdf, We value the partnerships we have built with our preferred vendors. Nationwide does not accept unsolicited resumes from employment agencies. All resumes submitted by employment agencies directly to any Nationwide employee or hiring manager in any form without a signed Nationwide Client Services Agreement on file and search engagement for that position will be deemed unsolicited in nature. No fee will be paid in the event the candidate is subsequently hired as a result of the referral or through other means.


## Related Videos

- [Data Science on Software Data](https://www.wearedevelopers.com/videos/162-data-science-on-software-data)
- [Design as an algorithm, not as a feature](https://www.wearedevelopers.com/videos/471-design-as-an-algorithm-not-as-a-feature)
- [Data Science in Retail](https://www.wearedevelopers.com/videos/586-data-science-in-retail)
- [What If We Designed Employee Experience Like a Customer Journey?](https://www.wearedevelopers.com/videos/1824-what-if-we-designed-employee-experience-like-a-customer-journey)
- [Demografie nutzen um jedem Bewerber das passende Angebot zu machen!](https://www.wearedevelopers.com/videos/836-demografie-nutzen-um-jedem-bewerber-das-passende-angebot-zu-machen)
- [Insight into AI-Driven Design](https://www.wearedevelopers.com/videos/1016-insight-into-ai-driven-design)

## Related Articles

- [Coffee with Developers - Maria Apazoglou - Making AI understandable for all in production](https://www.wearedevelopers.com/magazine/475-coffee-with-developers-maria-apazoglou-making-ai-understandable-for-all-in-production)
- [Data Analyst Salary in the UK](https://www.wearedevelopers.com/magazine/278-data-analyst-salary-in-the-uk)
- [Résumé-Driven Development: How IT trends affect the job market for software developers](https://www.wearedevelopers.com/magazine/59-resume-driven-development-how-it-trends-affect-the-job-market-for-software-developers)
- [Promotion Interview Questions: How to Answer and Get the Job](https://www.wearedevelopers.com/magazine/413-promotion-interview-questions-how-to-answer-and-get-the-job)
- [How to Answer the “Why Should We Hire You” Interview Question](https://www.wearedevelopers.com/magazine/321-how-to-answer-the-why-should-we-hire-you-interview-question)
- [How to Respond to the “Why Do You Deserve a Promotion?” Question](https://www.wearedevelopers.com/magazine/416-how-to-respond-to-the-why-do-you-deserve-a-promotion-question)