Journey Experience Lead (Life Business Delivery)

Are you passionate about being part of a team at a Fortune 100 company with nearly $70 billion in annual sales that delivers extraordinary care to help individuals and businesses prepare for and protect their future? If so, then Nationwide Financial could be the place for you! At Nationwide®, “on your side” goes beyond just words. Our customers and partners are at the center of everything we do and we’re looking for associates who are passionate about delivering extraordinary care. The Service Experience Enhancers Journey Experience Team (SEE JET) is focused on testing and deploying new digital capabilities supporting financial professionals, firm partners and members within our life insurance post issue business. The JET is a dedicated, cross functional team made up of business, technology and user experience representatives to support digital product discovery, journey mapping, prototype design and implementation to drive key business outcomes over the next several years. The Journey Lead role is a critical member of the JET in representing the “voice of customer” for the team to support planning, requirements gathering in partnership with technology and ensuring deliverables meet customer expectations and achieve stated business outcomes. Role Expectations: • Champions “voice of the customer” for the Journey Experience Team. • Possess expertise within the life insurance business, specifically post issue. Has general working knowledge of backend technology processes. • Collaborates across the Journey Experience Team to continually refine and prioritize Journey backlog balancing tradeoffs across user desirability, business viability, and technical feasibility that align to the business outcomes. • Empowered by Journey Owners to make localized tactical decisions ensuring work aligns to and delivers upon the customer expectations and business outcomes. • Partners with Journey Owners and other team members to develop a roadmap of planned capabilities to achieve desired business outcomes. • Manages internal business readiness and organizational change management activities. • Participates in journey mapping sessions bringing voice of customer into the discussions and helps to prioritize pain points and counter measures. • Collaborates closely with user experience and technology line to translate the voice of the customer to support prototyping design and helps to recruit financial professionals to participate in voice of customer interviews & focus groups. • Participates in prerelease and post implementation validation activities. • Ability to poly-skill to elevate team performance and achieve business outcomes. Candidate Qualifications: • Proven ability to operate in a customer centric environment with an open-mind and willingness to learn different skills to support the work. Experience in closely collaborating in a cross-functional team across multiple disciplines. • Ability to build and nurture relationships to achieve shared outcomes. • Is considered an informal leader in their current role in driving change within their organization to achieve business outcomes. • Deep knowledge of the life insurance business, specifically post issue. • Is data-driven and possess the ability to influence others. • Has experience in evaluating work from different dimensions such as user desirability, technical feasibility, and business viability to set priorities for the team. • Proven ability to work independently and get results by working through others. This role will work a hybrid in-office schedule (2-3 days per week) out of our Plaza One location. This is a G3 band role. #LI-COLE Job Description Summary We are a versatile group of individuals, working together to meet the needs of our customers. We value knowledge, strong business savvy and contributing to a stellar team dynamic. If you thrive in a busy, engaging work environment, we want to know more about you! As a Consultant, you'll act independently or as a member of a team responsible for establishing a common understanding of the business environment in which a project must be defined, designed, created, deployed, used and supported. You will participate in major process modeling, analysis and design efforts providing business performance management, organizational design and business risk management capabilities to formulate pragmatic, forward facing and impactful business transformation plans. Job Description Key Responsibilities: Partners with senior leaders to transform their businesses through the strategic application of people, processes and technology. Participates in the planning process by identifying complexities, dependencies and duplications. Demonstrates expertise in leading business process analysis/design, organizational analysis, needs assessments and cost/benefit analysis to align solutions with business strategies and direction. Consults with functional groups within Nationwide Technology and internal business clients to develop short- and long-term business transformation plans. Serves as process management contributor and consultant between business customers and systems area for development and implementation of business processes and procedures. Responsible for communicating to customers, management and external sources. Identifies critical elements of a business process that need to be managed. Defines criteria of performance success. Reports performance in a cohesive manner. As a team member, participates in analysis and design of organizational structures, roles, responsibilities, governance, staffing and sourcing to support business goals, strategies and process architecture. Provides significant contribution in executing business unit level change. Conducts and leads training of customers on business, technological, societal and environmental trends to support strategies for improving business performance. Facilitates evaluation and research of new and existing products, procedures and/or workflow needs associated with business systems for the company. Evaluates new technological developments and evolving business requirements, and recommends appropriate systems alternatives and/or enhancements. Develops compelling business cases, including gaining senior management input, to accomplish business objectives. Identifies, assesses and mitigates business risks associated with current operating model and/or desired target state operating models. May provide direction, training and guidance for less experienced staff. May assign responsibility for tasks, sets clear objectives and monitors progress and results. May monitors project schedules and costs. May develops project plans, work breakdown structures and desired outcomes for overall solution delivery. Performs other responsibilities as assigned. Reporting Relationships: Reports to Director. This is an individual contributor role and does not have direct reports; may have opportunity to lead projects or teams. Typical Skills and Experiences: Education: Undergraduate studies in computer science, management information, business, mathematics or related field desired. Graduate studies are preferred. Experience: Eight plus years of dynamic experience in planning, designing and implementing company-wide business transformation initiatives. Extensive experience in functional, process, information and data modeling, data management and warehousing and applications integration. In-depth experience with process redesign methods and tools. Three years of experience in project management is preferred. Knowledge, Abilities and Skills: Demonstrated knowledge of standards, methodologies and frameworks, business process management and technology. Sound knowledge of a variety of tools, concepts and techniques. Understanding of new technologies and developments in the technology industry. Detailed knowledge of the system development life cycle. Knowledge of project management concepts and techniques are required. Thorough knowledge of facilitation, performance management, organizational design and managing organization change. Ability to lead large or sophisticated projects. Effective communication skills and ability to deal with ambiguity. 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 HR Business Partner. Values: Regularly and consistently demonstrates the Nationwide Values. Job Conditions: Overtime Eligibility: Exempt (Not eligible) Working Conditions: Normal office environment. Extended work hours may be required based on workload. May require occasional travel. 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. NOTE TO EMPLOYMENT AGENCIES: 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. 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. Note on Compensation for Part-Time Roles: Please be aware that the salary ranges listed below reflect full-time compensation. Actual compensation may be prorated based on the number of hours worked relative to a full-time schedule. The national salary range for Consultant, Business Consulting : $97,000.00-$180,000.00 The expected starting salary range for Consultant, Business Consulting : $97,000.00 - $145,000.00 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? 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.