Sr. Consultant, Enterprise Telephony

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!

This critical role will be contributing to a number of upcoming deliverables within the team. The desired skill set includes:

• Expertise in the business application and optimization of telephony solutions including: Genesys, PBXs, AT&T Route-It, Avaya, skills based routing
• Experience with the business application of the integration of telephony and workforce management solutions to drive optimization
• Knowledge of IVR and contact center analytics and data interpretation applied in troubleshooting and performance improvement.

This role can be filled in any office or work from home location.

This position will be filled at an H3 band.

Colorado residents: Email taproces@nationwide.com for salary information.

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 environment. If you thrive in a busy, engaging work environment, we want to know more about you!

As a Senior Consultant, you'll contribute to the strategic vision and serve as a top-level contributor for the most sophisticated business transformation initiatives. You will be responsible for leading major process modeling, analysis and design efforts. You'll provide business performance management, organizational design and business risk management capabilities to drive business results.

Job Description

Key Responsibilities:

• Serves as a top consultant on all activities relating to business transformation through the strategic application of people, processes and technology. Participates in complex planning processes across multiple departments or business units. Identifies complexities, dependencies and duplications in the business model.

• Acts as top consultant on activities and functions relating to business process analysis, organizational analysis, needs assessments and cost/benefit analysis to align information technology solutions with business strategies and directions. Consults with functional groups within Nationwide Technology and internal business clients to develop long-term systems plans. 

• Leads organizational process management and consultation 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 the critical elements of a business process that needs to be managed and defines criteria of performance success. Selects and applies appropriate performance measurement tools and reports performance in a cohesive manner. 

• Contributes, as a subject matter authority, to the analysis and design of organizational structures, roles, responsibilities, governance, staffing and sourcing to support business goals, strategies and process architecture. Leads organization-wide change. 

• Leads all aspects of training for customers on business, technological, societal and environmental trends to support strategies for improving business performance.

• Drives strategic projects involved in evaluating and researching new and existing products, procedures and/or workflow needs associated with business systems. Evaluates new and sophisticated technological developments and evolving business requirements, and recommends appropriate systems alternatives and/or enhancements.

• Provides top-level expertise on the development of compelling business cases, including gaining senior management consensus, to accomplish business objectives. 

• Provides direction, training and mentorship for less experienced staff. Assigns responsibility for tasks, sets clear objectives and monitors progress and results. Monitors project schedules and costs. Develops project plans, work breakdown structures and desired outcomes for overall solution delivery.

May perform other responsibilities as assigned.

Reporting Relationships: Reports to Director/Associate Vice President/Vice President; typically, no direct reports; may have opportunity to lead projects and teams.

Typical Skills and Experiences:

Education: Undergraduate studies in computer science, management information, business, mathematics or related field preferred. Graduate studies are preferred. 

Experience: Ten 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. Five years of experience in project management is preferred. 

Knowledge, Abilities and Skills: Proven knowledge of standards, methodologies and frameworks, business process management and information technology. Deep knowledge of emerging industries and market trends. Understanding of new technologies and developments in the technology industry. Extensive knowledge of project management concepts and techniques are required. Comprehensive knowledge of facilitation, performance management, organizational design and managing organization change. Ability to manage large sophisticated projects that involve high risk and great impact for the company. Proven ability to influence senior management. Strong 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