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.

Job Description Summary

The SVP, Chief Customer Officer (CCO) is responsible for designing, aligning, and advancing Nationwide’s enterprise customer strategy, accelerating progress towards our customer-centric mission and vision across our portfolio of protection businesses. As a mission-driven, customer-focused protection company, putting the customer at the center of everything we do is at the heart of our mutual enterprise.

As the leader of the enterprise Customer Office within the Office of Customer, Strategy, and Innovation (CSIO), you will be accountable for ensuring Nationwide advances – in an aligned and coordinated manner – a culture of customer centricity matched with shared customer-capabilities to drive continuous improvement in customer outcomes. This includes aligning and collaborating with each business and key business enabler functions to better identify our target customers, understand their needs and preferences, and deliver on their protection experience expectations.

Job Description

Key Responsibilities:

Develop an enterprise-wide customer experience strategy and coordinate across businesses to improve customer satisfaction and drive the adoption and advancement of customer experience principles (effortless, personal, reassuring).
Design customer journey mapping using a coordinated approach, capabilities/tools, and prioritization.
Distill critical customer insights to drive customer-led innovation and continuous improvement through customer data, analytics, and insights; including the use of key customer analytics tools.
Serve as a consolidated repository across the enterprise for customer and partner data integration and management. Target customer clarity to align with business and marketing strategies.
Stay abreast of industry trends, best practices, and emerging technologies in customer service and insurance and financial services. Provide subject matter expertise (internally and externally) to advance customer-centric reputation.
Design overall performance measurements on objectively measuring progress. Develop and deliver customer enterprise and business unit scorecards and State of the Customer Report. Identify competitive intelligence and customer-performance benchmarking.
Oversite of the Shared Services Center of Excellence’s common customer processes benefiting from economies of scale, scope or skill; including Billing and Payments; and Customer Complaints Escalation / Resolution. Develop common tools and capabilities, integrated data and information repositories, and operational efficiency gains through process digitization, automation, etc.
Design internal training, oversee internal / external communications, develop good practice identification and sharing across business and business enabler portfolio, and devise targeted engagement with key partners and customer groups to develop first-hand perspective, empathy, and insights.
Engage with key leadership across OCEO and Executive Leadership Team (ELT) to align and drive customer strategies. Engage with Sponsor and Customer Committee of the Board to provide, in partnership with each business unit, updates on customer strategies and execution progress. Serve as a member of the CSIO leadership team, and a matrixed member of the Chief Marketing Officer’s cabinet.
Collaborate closely with Innovation and Digital organization to drive customer-centric solutions and experiences tied to business outcomes. Accelerate paperless adoption and testing and scaling of new customer capabilities.
Ensure compliance with industry regulations and company policies related to customer service. Implement robust risk management practices to mitigate potential issues and safeguard customer data and assets.
Collaborate closely with business units and business groups ensuring clarity of customer focus connected to business strategies, and support to deliver on customer outcomes across sales, product, service, etc.; Strategy to ensure close alignment to business strategies; Marketing to align around target customers, outreach and communications, data and analytics, etc. to ensure effective and efficient business support; Innovation, Digital and Strategic Partnerships to ensure clear prioritization of innovation/digital/AI/partnership initiatives to customer experience and protection solutions opportunities; and Finance to develop and track customer projects to ensure clarity of business case and confidence in realization of capabilities/benefits.
Foster a culture of continuous learning and development, advancing the collective expertise of the function/team. Directs associate management including performance management, salary planning and administration, training and development, workflow and organizational planning, hiring and placement, and corrective actions.

May Perform Other Responsibilities As Assigned.

Reporting Relationships: Reports to EVP, Chief Customer, Strategy & Innovation Officer. Leads a team of 4 directs and approximately 100 indirect professionals.

Typical Skills And Experiences

Education: Bachelor's degree in business administration, finance, insurance, or a related field; advanced degree (e.g., MBA) preferred.

Experience: Typically, 15 or more years proven track record of leadership and success in customer experience management roles within the insurance or financial services industry

Knowledge, Abilities and Skills: Proven execution and outcomes focused skills tied to business strategies. Demonstrated transformation mindset and change agent. Has an efficiency bias to reduce redundancy, eliminate waste, prioritize ruthlessly. Deep understanding of property and casualty insurance and financial services, including sales, underwriting, claims, servicing and risk management. Strong analytical skills with the ability to interpret data, identify trends, and drive data-driven decision-making. Excellent communication and interpersonal skills, with the ability to effectively engage and influence stakeholders at all levels of the organization. Demonstrated ability to lead and motivate teams in a fast-paced, dynamic environment, fostering collaboration, innovation, and accountability. Commitment to excellence in customer service, with a passion for delivering exceptional experiences and exceeding customer expectations. Knowledge of regulatory requirements and compliance standards relevant to the insurance and financial services industry.

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.

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.

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SVP, Chief Customer Officer