VP, Customer Experience – Financial Services

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.

LI-RR1

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 VP of Customer Experience, you’ll lead the development and execution of customer experience strategies that align with the overall business goals of one of our major lines of business. You will be responsible for advancing customer experience solutions, ensuring that they drive operational efficiencies, enhance customer satisfaction, and foster long-term loyalty. By leveraging data, technology, and deep customer insights, you will lead a team that will design and implement transformative experiences that meet the evolving needs of customers, while supporting the company's growth and strategic objectives. We’ll count on you to be a visionary leader who can drive customer-centric change.

Job Description

Key Responsibilities :

Lead the development and execution of customer experience (CX) strategies that are closely aligned with the company’s business goals, including growth, operational efficiency, and customer loyalty.

Understand the business strategy, goals, and long-term strategic outcomes for the supported business line.

Be the expert on customer insights gathered by the Customer Experience Center of Excellence to create the customer story ad share with the business.

Analyze the competitive landscape and customer trends to identify opportunities for Nationwide to excel in customer experience.

Be the voice of the customer within the organization, ensuring that all customer-facing teams understand and prioritize customer needs by fully understanding customer pain points, critical moments, and business goals.

Collaborate with business unit leadership teams, Customer Office leaders, Office of Corporate Strategy, Enterprise Innovation and Digital Office (EDIO), marketing, technology, and finance to create a customer experience portfolio with clear roadmaps for high-priority customer journeys, including KPIs / CPIs to measure initiative performance.

Establish processes to execute the roadmap in partnership with businesses, EIDO, and enterprise functions.

Utilize strong financial discipline and metrics to quantify the value of CX initiatives.

Communicate customer experience strategies and results to senior leadership and stakeholders, ensuring buy-in, support and understanding of the customer-first approach; presenting findings, insights, and recommendations.

Build and maintain relationships with key business unit leaders, becoming a trusted advisor and partner to achieve mutual goals.

Collaborate with Customer Office leaders to drive a customer-centric culture across businesses.

Ensure that all customer experience solutions and strategies adhere to regulatory requirements and best practices within the industry.

Lead and develop a high-performing team with a clear understanding of how to deliver improved customer outcomes aligned with business unit goals.

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 : Report to SVP, Chief Customer Officer. Leads a team of 5-10 professionals.

Typical Skills and Experiences :

Education : Undergraduate degree in Business or related field. Master’s studies in related field preferred.

Experience : Typically, ten or more years' experience in insurance or financial services; significant experience in the customer experience field. Experience working in an enterprise function and in acting as a liaison between different departments to ensure alignment on customer strategies.

Knowledge, Abilities and Skills : Proven leadership experience in managing and developing high-performing teams, with strong ability to influence and drive change across the organization. Ability to think strategically, possessesstrong analytical skills, able to translate customer insightsand identify process improvements.Ability to build and maintain strong relationships. Drives innovation, has deep understanding of the insurance and / or financial services industry landscape, including competitive trends and customer behavior. Exceptional executive presence with strong presentation skills, able to communicate complex insights and strategies. Strong financial discipline with experience in budgeting and financial planning.

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.