Job Description

If you're passionate about influencing the customer experience to enable customer-driven growth and deliver extraordinary care, then Nationwide's Office of the Chief Customer Officer could be the place for you!

Compensation grade G4

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This position reports directly to the AVP, Enterprise Customer Information Management within NW's Chief Customer Office and provides thought leadership in strategic work and special projects. Will also support cross functional activities for Enterprise Customer Information Management including portfolio and related financial management as well as data governance.

Qualified candidates should demonstrate:
1. Critical thinking and innovative/customer centric mindset
2. Strong collaboration skills, including ability to influence without direct authority
3. Strong communication and presentation skills, both written and verbal. Advanced PowerPoint skills are a must.
4. Familiarity in building dashboards and reporting such as Tableau

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Job Description Summary

Responsible for the development and support of Customer Information capabilities for production or internal business partners. This can include leading a project through the delivery cycle from initiate, solution scoping, design and development, through implementation. Establishes business rules, requirements, information requirements, and implementation strategy for changes and enhancements to customer information both in an analytical and operational environment. Capabilities supported include customer matching, preferences, profile, interactions, contact points, householding, marketing campaigns, enterprise metrics, customer data governance, and adoption of new solutions.

Job Description

RELATIONSHIP: Reports to Manager/Director/AVP. May have direct reports based on organizational structure. May be responsible for virtual/project teams.

JOB RESPONSIBILITIES:

1. Responsible for management of projects to deliver analytic and operational capabilities and solutions.

2. Leads the development of business processes and system functional, non-functional and information requirements

3. Responsible for all business decisions for the project.

4. Coordinates the efforts of the Business Subject Matter Experts (SMEs), conducts the Business Alignment and Scoping sessions.

5. Ensures the strategic intent and stakeholder needs are documented and gains consensus on the business objectives, expectations and assumptions

6. Conducts business implementation planning sessions

7. Conducts post implementation checkpoint with business units to ensure best in class solutions are implemented

8. Ensures appropriate communication/training regarding project status and project documentation is created

9. Performs other duties as assigned.

JOB REQUIREMENTS:

Education: Post graduate studies preferred.

Licenses/Designations: N/A

Experience: Typically 5 or more years experience in data warehousing, statistical analysis and marketing/customer data models and queries. Detailed experience with problem solving in a business environment; working with large customer and/or prospect databases; working with product, geographic, demographic data to identify trends and opportunities.

Knowledge: Expert knowledge in the theory and application of computer based analytical tools. Advanced knowledge of PC based spreadsheet, business intelligence and database warehousing applications.

Skills/Competencies: Capacity for the development, evaluation and utilization of state-of-the art techniques and methodologies on new application challenges. Excellent problem solving, analytical, research and quantitative analysis skills. Verbal and written communication skills for interaction with client, work teams, vendors and associates. Proficiency in developing ad hoc queries using SQL.

Values: Regularly and consistently demonstrates the Nationwide Values and Guiding Behaviors.

Staffing Exceptions to the above minimum job requirements must be approved by the: VP and HR VP.

JOB CONDITIONS:

Overtime Eligibility: Not Eligible (Exempt)

Working Conditions: Normal office environment. Extended and non-standard work hours based on project and customer deliverables.

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.

Job Evaluation Activity: 11/2012 CB, PYC