Consultant, Product Owner, Customer Information Management

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

The role

As a Consultant, Product Owner, Customer Information Management (PIM), you’ll contribute as the team Product Owner by providing thought leadership and insights while leading the development and ongoing production of Nationwide’s Partner Information Management capability enhancements and business unit project work.

You have passion for deeply understanding internal customers’ business processes, goals, and challenges, and partnering with IT to deliver on-time, on-budget, on-point solutions.  Your approach is tech savvy, analytical, and data-driven, while effectively balancing the quantitative with the qualitative.  A natural communicator, you’re skilled in building strong, cross-functional relationships with internal teams.  Bridging the gap between business and IT to efficiently deliver targeted technical solutions that drive synergistic business value is well within your skill. 

In this role, you’ll combine your ability to synthesize strategies and drive all aspects of a portfolio to completion, keeping an eye toward the big picture.  You bring comprehensive planning expertise and keen decision making to construct product roadmaps, customer journeys, and large-scale budgets.  You’re a critical thinker who relies on a mixture of analysis, experience, reason, and collaboration when communicating decisions and influencing a wide variety of audiences. 

What you’ll be doing

As a business partner, you’ll:

• Support Product Manager prioritizing Roadmap to support product Vision
• Support Product Manager in advocating and managing product budget
• Lead grooming of product backlog to best achieve product goals
• Lead Alignment of portfolio to enterprise journeys

• Serve as a primary contact/conduit between business leads and IT delivery team for highly complex initiatives for multiple internal clients across assigned lines of business
• Require minimal direction and can explore with little insight by using your natural curiosity to understand internal clients’ business areas, processes, drivers, goals, and challenges, matching those with technical solutions
• Readily distill complex information from a wide variety of sources and stakeholders to accurately define and align opportunities and solutions
• Anticipate internal client needs, and serve as a trusted strategic partner to provide service beyond expectations
• Support Business Leads in clearly and succinctly articulating and managing accurate technical capabilities, scope, communication, initiative status and budget with your clients
• Drive enhancement of capabilities including customer matching, preferences, profile, interactions, contact points, party management, enterprise metrics, customer data governance, and adoption of new solutions
• Provide thought leadership and insights into the development of business processes and system functional, non-functional and information requirements and ensuring alignment with the business strategy
• Able to foresee future impacts and anticipate changes
• Drive accountability showing complete ownership of practical solutions, execute recommendations well and considers next steps. 
• Produce high quality, comprehensive work product supported by collaborative, fact-based analysis
• Consult and influence the strategic intent and stakeholder needs ensuring there is consensus on the business objectives, expectations and assumptions of the work
• Work with business partners to drive adoption of capabilities including synthesizing and influencing thorough use of analytic models and insights
• Responsible for engaging in continuous improvement activities and maintaining operational excellence using six sigma methodologies
• Ensures senior leaders are informed of deliverables and impacts of implementation
• Individual Contributor: Encourages team effectiveness through focus and consensus building. Thinks broadly and encourages team to think broader for overall improvement of team success.  Targets meeting both Enterprise and unit needs

As a relationship builder, you’ll:

• Own and nurture overall internal client satisfaction, ensuring high-quality initiatives and continuous elevation of our technical capabilities and processes
• Inspire a culture of partnership, curiosity and collaboration among the business and IT teams. You’ll help build camaraderie, ask and encourage good questions, challenge one another and look for ways to meet client demands in tangible ways
• Develop strategic asset planning and project staffing
• Collaborate with partners to draft clear, effective business cases and secure buy-in for technical solutions
• Partner with your team to identify and cultivate new opportunities as they align with strategic technical direction
• Advice & Influence: Skilled at communicating messages, managing interactions and can work with all levels of the organization. 
• Commands meeting and presentation audiences.  Can effectively facilitate group discussions to come to actionable conclusions.  Super economy of words.  Distinctive delivery and impression

What we are looking for:

• Post graduate studies preferred
• 7+ years of related experience in database management, transformation programs, and System of Record
• Requires recognized internal/external experience as a consulting level resource
• Background managing portfolios, programs, and projects, with emphasis on integration, financials, and data-driven decision making in traditional and agile environments
• Deep financial understanding of budgets, earned value management, and deriving business value
• Expert level 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
• Structures complex problems; independently makes innovative recommendations; draws salient implications beyond own work & quickly adapts to change.
• Issue identification: Identifies new issues & develops insights; independently problem solves.
• Problem disaggregation/structuring - Disaggregates complex issues into discrete workable issue plans; seen as subject matter expert on helping others formulate proper problem solving structuring. Distinctive clarity of thought
• Data Analysis - Creative in finding new & original sources of data or new ways of managing data that increases team’s effectiveness.  Produces especially creative, insightful, or penetrating analysis that "crack the problem"
• Extensive theoretical, practical and industry-specific knowledge
• Technical & Professional - Excellent current technical skills; is dedicated to further mastering skills & assists without being asked
• Self-driven with ability to integrate critical information from diverse sources.  Seeks out and incorporates learnings from other’s experience to enhance/augment current assignment/role.
• Ability to apply and/or develop highly advanced principles and concepts. 
• Superb verbal and written communication skills for interaction with client, work teams, vendors and associates.
• Produces high impact communications conveying all messages effectively to all audiences using creative approaches; can move audience toward conclusion or facilitate difficult conversations
• Proficiency in developing ad hoc queries using SQL
• Client- and team-focused, naturally collaborative, and passionate about building relationships
• An excellent listener, known for being open to other viewpoints to find a best solution, and demonstrating empathy and influence with all levels
• A strong problem-solver with an ability to stay level-headed and maintain composure during challenging circumstances
• If you bring Insurance and/or Financial Services product knowledge, that’s a bonus, but not required

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

#LI-AP1

Attention Colorado applicants, the pay range for this position is: