If you're passionate about helping a Fortune 100 company drive their strategy forward through innovative product development and advancing strategic partnerships to protect customers (and their pets), then Nationwide's Strategy and Corporate Development Office might be 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.
Please Note: This position is open to working remotely in the United States for suitable candidates.
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Job Description Summary
At Nationwide, we find purpose in protecting people, businesses, and futures with extraordinary care – and we’ve been doing that since 1926. Our financial strength and caring culture extend beyond our associates into the communities we serve. You really can feel the difference at Nationwide, which is why we continue to be named one of the Fortune 100 Best Companies to Work For. Check out why others think we’re a great place to work, too, and let us know – can you see yourself at Nationwide?
As the AVP of Customer Experience Strategy and Operations, you will oversee and drive all aspects of the customer experience function across Nationwide. You’ll be responsible for the strategic planning, prioritization, and execution of customer-centric initiatives, ensuring effective resource allocation and operational efficiency. With a strong focus on fostering a customer-first mindset, you will champion the company's culture of exceptional service, collaborating across departments to ensure seamless communication, insight-driven decisions, and continuous improvement. We’ll count on you to play a key part in shaping customer experience strategies, analyzing impact, and driving a company-wide culture of customer commitment.
Job Description
Key Responsibilities:
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Develop customer experience (CX) strategies and priorities aligned with the Chief Customer Office (CCO).
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Design and implement operational models and processes for CCO prioritization and execution, ensuring timely delivery of CX initiatives with measurable results.
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Oversee the planning, resource allocation, and performance of the CX Strategist Team.
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Create and execute a cohesive communication strategy that defines how, when, and where customer insights are shared.
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Craft impactful narratives and presentations that effectively communicate CX initiatives and insights to stakeholders at all levels.
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Champion a customer-first mindset across the organization, promoting the importance of CX in all aspects of the business, including training and development initiatives that empower employees to deliver exceptional service.
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Leverage multiple communication channels to engage employees and customers, ensuring alignment with our customer-centric vision and values.
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Drive product adoption among Nationwide associates to deepen engagement and enhance connection with customers and services.
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Foster strong collaboration across the Chief Customer Office and its leaders; the Customer, Strategy, and Innovation Office (CSIO), Enterprise Digital Innovation Office (EDIO), and other key areas to align on priorities and drive initiatives that enhance customer satisfaction.
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Build and nurture relationships with key stakeholders to ensure alignment and successful execution of CX initiatives.
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Tracks, measures, and optimizes the impact of CX efforts to ensure objectives are met and applies strong financial discipline to quantify the value of CX initiatives.
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Responsible for the management of associates including: associate development, setting goals and performance management, salary planning and administration, departmental budget planning and administration, training and development, workflow and organizational planning, hiring and placement, and disciplinary actions.
May perform other responsibilities as assigned.
Reporting Relationships: Reports to SVP, Chief Customer Officer. Manages a team of 5 professionals.
Typical Skills and Experiences:
Education: Undergraduate degree in Business or related field. Graduate studies in related fields preferred.
Experience: Typically, ten years or more experience with a focus on business strategy, development and business processes. Prior experience leading the planning and execution of customer initiatives.
Knowledge, Abilities and Skills: Strategic Planning and Execution: Demonstrated success crafting engaging presentations and narratives for stakeholders across levels. Skilled at strategic planning and execution. Proven leadership and management of cross-functional teams with ability to set clear priorities, motivate and allocate resources. Adept in developing and executing clear communication strategies and strong storytelling ability. Proven ability to collaborate effectively with associates at all levels. Demonstrates exceptional executive presence, confidently and effectively communicates complex insights and strategies in a clear and compelling manner.
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 Resource Business Partner.
Values: Regularly and consistently demonstrates Nationwide Values.
Job Conditions:
Overtime Eligibility: Exempt (not eligible)
Working Conditions: Normal office environment. Some travel may be required.
ADA: The above statements cover what are generally believed to be principal and essential functions of this job. Specific circumstances may allow or require some people assigned to the job to perform a somewhat different combination of duties.
We currently anticipate accepting applications until 03/21/2025. However, we encourage early submissions, as the posting may close sooner if a strong candidate slate is identified before the deadline.
Benefits
We have an array of benefits to fit your needs, including: medical/dental/vision, life insurance, short and long term disability coverage, paid time off with newly hired associates receiving a minimum of 18 days paid time off each full calendar year pro-rated quarterly based on hire date, nine paid holidays, 8 hours of Lifetime paid time off, 8 hours of Unity Day paid time off, 401(k) with company match, company-paid pension plan, business casual attire, and more. To learn more about the benefits we offer, click here.
Nationwide is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive culture where everyone feels challenged, appreciated, respected and engaged. Nationwide prohibits discrimination and harassment and affords equal employment opportunities to employees and applicants without regard to any characteristic (or classification) protected by applicable law.
This position could be filled within any of the lower 48 U.S. states.
Smoke-Free Iowa Statement: Nationwide Mutual Insurance Company, its affiliates and subsidiaries comply with the Iowa Smokefree Air Act. Smoking is prohibited in all enclosed areas on or around company premises as well as company issued vehicles. The company offers designated smoking areas in which smoking is permitted at each individual location. The Act prohibits retaliation for reporting complaints or violations. For more information on the Iowa Smokefree Air Act, individuals may contact the Smokefree Air Act Helpline at 888-944-2247.
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
Nationwide pays on a geographic-specific salary structure and placement within the actual starting salary range for this position will be determined by a number of factors including the skills, education, training, credentials and experience of the candidate; the scope, complexity and location of the role as well as the cost of labor in the market; and other conditions of employment. If a Sales job, Sales Incentives, based on performance goals are possible in addition to this range.
The national salary range for AVP, Customer Experience Strategy & Operations : $143,000.00-$283,000.00
The expected starting salary range for AVP, Customer Experience Strategy & Operations : $151,000.00 - $253,000.00
What We Do
Nationwide, a Fortune 100 company based in Columbus, Ohio, is one of the largest and strongest diversified insurance and financial services organizations in the United States. Nationwide is rated A+ by both A.M. Best and Standard & Poor’s. An industry leader in driving customer-focused innovation, Nationwide provides a full range of insurance and financial services products including auto, business, homeowners, farm and life insurance; public and private sector retirement plans, annuities and mutual funds; excess & surplus, specialty and surety; pet, motorcycle and boat insurance. For more information, visit www.nationwide.com.
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