Specialist, Customer Info Management

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If you’re passionate about becoming a Nationwide associate and believe you have the potential to be something great, let’s talk.

Number 54 on the Fortune Magazine 100 Best Places to Work.

JOB SUMMARY: Responsible for the development and support of Customer Information capabilities for production or internal business partners. This can include working on a project through one or more of the delivery cycles from initiate, solution scoping, design and development, through implementation. Helps to document business rules, requirements, information requirements, and implementation strategy for changes and enhancements to customer information both in an analytical and operational environment. May support one or more capabilities including customer matching, preferences, profile, interactions, contact points, householding, marketing campaigns, enterprise metrics, customer data governance, and adoption of new solutions.

Job Description

Nationwide’s Marketing Technology team is seeking a Specialist, Customer Information Management to respond to business requests on Marketing Campaign Management as a Targeting Lead and Business Lead. This individual will partner with IT and a cross-functional group of business teams to drive completion of project activities relating to the creation of customer lists that help drive business results for marketing and sales campaigns. The successful candidate must have strong knowledge of Nationwide’s businesses and 5+ years of experience in leveraging data management processes and tools.

We’re looking for someone who has the following experience:

  • Bachelor’s degree, MBA is a plus

  • 5+ years marketing experience preferred

  • Understanding of ESDM/Agile methodologies and IT processes

  • Expert in working with cross-functional teams, project management, and change leadership, as well as strong communication, problem definition, root cause analysis and presentation skills

  • Experience with information-centric Marketing projects is required

  • Property casualty and Financial marketing and/or business requirements gathering experience is a plus

  • Knowledge of Property & Casualty and Nationwide Financial processes, metadata, and data models preferred.

  • 5+ years experience designing processes and structures that house and manage customer information.

  • Good SQL skills required, experience with Teradata SQL preferred.

  • Proven ability to adjust quickly to shifting priorities, multiple demands, ambiguity and rapid change.

  • Strong communication and negotiation skills and the ability to work effectively at all levels of the organization.

  • Demonstrated analytical skills including the ability to think through all aspects of a situation and generate possible courses of action.

  • Excellent problem solving skills (issue identification, problem structuring, analysis, development of recommendations).

  • In depth experience working with a highly complex data architecture and infrastructure.

  • Ability to effectively utilize customer hierarchies and 3NF data models required.

  • Experience with Teradata db’s and Teradata CIM preferred.

  • Team player with demonstrated ability in collaborating across one or more partner organizations.

RELATIONSHIP: Reports to Director/Manager


1.Responsible for managing workstreams of projects designed to deliver analytic and operational capabilities and solutions.

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

3.Responsible for providing input to business decisions for the project.

4.Assists with the coordination of the Business Subject Matter Experts (SMEs)

5.Documents stakeholder needs and business objectives, expectations and assumptions aligned with workstream/project/capability

6.Helps facilitate business implementation planning sessions

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

8.Ensures appropriate communication/training/reporting is documented

9.Performs other duties as assigned.


Education: Undergraduate studies with post graduate studies preferred.

Licenses/Designations: N/A

Experience: Typically 3 or more years related experience with SAS, SPSS and other statistical software. 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: Advanced knowledge of PC based spreadsheet, business intelligence and database warehousing applications.

Skills/Competencies: Proven excellence in problem solving, analytical, research and quantitative analysis skills, and analytical working techniques including: regression, decision trees, multivariate analysis, etc. 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.


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

Additional Job Description


Job ID: 53600


We are Nationwide, a company of great people doing great things. We care deeply about doing what’s right, and we work hard to make an impact for each other, our associates, our members, our partners and our communities.

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