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.
Senior Consultant — Customer Insights
Role Summary
This role leads complex, cross-functional initiatives that translate customer and operational data into clear insights, performance measurement, and actionable recommendations. The position partners across multiple workstreams and stakeholder groups to establish KPI frameworks, improve data readiness, support decision-making, and advance customer experience strategies. Strong project leadership, analytical expertise, communication skills, and the ability to influence across teams are foundational to success. The role is currently centered on a flagship AI initiative focused on delivering AI‑assisted customer experiences that improve member service quality and efficiency.
Key Responsibilities:
- Identify opportunities to leverage AI‑enhanced analytics and LLM‑supported insight generation, ensuring data structures are prepared for AI‑driven use cases and member‑facing AI experiences.
- Support change management efforts to ensure adoption of insights, tools, and processes including emerging AI‑assisted workflows and customer‑facing AI capabilities.
- Synthesize insights across multiple sources (e.g., surveys, behavioral analytics, feedback text, operational data).
Qualifications:
- 5–7+ years in analytics/insights, data-driven customer experience, or project/program management.
- Demonstrated success leading cross-functional work in a matrixed environment.
- Proficiency in data analysis and visualization (e.g., SQL, Power BI/Tableau, Excel).
- Knowledge of customer experience and contact center metrics (e.g., CSAT, NPS, containment/deflection, AHT).
- Familiarity with customer & digital experience analytics (product analytics, journey analytics, session insights), segmentation/personas, and more contemporary thinking in customer data.
Core Competencies:
- Strategic and systems oriented thinking
- Stakeholder management and influence
- Executive communication and storytelling
In this role, you’ll sit at the center of analytics, operations and technology, defining what success looks like, building the insights and stories our executives rely on, and using data to shape high‑stakes decisions. You’ll work with senior leaders across the business, see your work directly influence investments and strategy, and help deliver meaningfully better experiences for millions of customers. If you’re energized by complex data, ambiguous problems and visible impact, we’d love to talk.
Location: It is our intention to fill this role in Columbus, OH. The hired associate must reside within 35 miles of One Nationwide Plaza, Columbus OH, 43215.
This role does not qualify for employer sponsored work authorization. Nationwide does not participate in the STEM OPT extension program.
This position will be hired on a SuccessFlex basis. You will be required to come into the office two days per week, according to the department's current schedule.
Internal Compensation Grade: H4
#LI-KD1
Job Description Summary
We are a versatile group of individuals, working together to meet the needs of our customers. We value knowledge, analytical aptitude and collaboration. If you thrive in a busy, engaging work environment, we want to know more about you!
As a Senior Consultant, you'll structure and lead large financial and operational measurement projects across one or more business units and effectively synthesize measurement results to improve business outcomes. You'll be responsible for growing and evolving the business partner relationship and service management profession to maximize effectiveness and may be responsible for the business unit financial and operational measurement strategy or project portfolio.
Job Description
Key Responsibilities:
Builds and maintains relationships and serves as trusted business advisor to leaders, clients, internal risk partners and other stakeholders. Creates partnerships across the company to ensure methodologies and assumptions used are aligned with corporate practices.
Crafts, packages and communicates financial and operational measurement work by developing new statistical and visual solutions.
Participates in the development of scope, risk/control matrix, project timelines and assignments. Work may span more than one project or focus area.
Owns the development of financial and operational measurement strategies for the business unit. Consults with business leaders to understand, align and deliver measurement work that supports business objectives and priorities.
Builds business intelligence applications using statistical, database and/or general programming languages and tools. Uses technology for data management, report automation and/or ad hoc reporting for end users.
Prepares reports and uses information systems, software and related sources of information. Trains other users on report preparation and database access. Consults on monitoring external sources, crafting custom reports, compiling and summarizing information, producing supporting documentation and exhibits and verification of information received from external sources.
Manages special projects and serves as data/technical lead and contact for team members and associates from other areas of the company.
Contributes to the continuous improvement of department processes through ongoing initiatives.
May perform other responsibilities as assigned.
Reporting Relationships: Reports to Director/Associate Vice President and may have the opportunity to lead a small team of Business Insight professionals.
Typical Skills and Experiences:
Education: Undergraduate studies in computer science, management information, business, mathematics or related field with post-graduate studies preferred.
Experience: Typically, 10 or more years of experience in data visualization, financial and operational measurement and data extraction queries. Detailed experience with data extraction problem solving; working with large structured and unstructured data sets and databases to create understandable and relevant measures. Professional experience in insurance, financial services or a related industry preferred.
Knowledge, Abilities and Skills: In-depth knowledge of business policies and procedures, customer service concepts and practices. Sophisticated understanding of and working knowledge to build and maintain ad hoc and standard reports, including data visualization and business intelligence tools. Advanced knowledge on conducting data management and extraction of data for functional and operational measurement. Strong communication skills for interactions with others. Ability to understand functional and operational measurement needs, analyze data requests and interpret business problems into solutions. Ability to work under tight time constraints. Capable of developing distinctive and understandable data visualizations.
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 Human Resources Business Partner.
Values: Regularly and consistently demonstrates the Nationwide Values.
Job Conditions:
Overtime Eligibility: Exempt (Not eligible)
Working Conditions: Normal office environment. Occasional travel, non-standard or extended work may be required based on project needs.
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 Sr Consultant, Business Insights : $138,000.00-$243,000.00The expected starting salary range for Sr Consultant, Business Insights : $138,000.00 - $206,000.00
