Sr Consultant, Business Insights

Senior Consultant — Customer Insights

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, 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.

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 work streams 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‑driven use cases; support insight generation and ensure data structures are prepared for AI; design 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 contemporary thinking in customer data.

Core Competencies

• Strategic and systems oriented thinking
• Stakeholder management and influence
• Executive communication and storytelling

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.

Work Authorization

This role does not qualify for employer sponsored work authorization. Nationwide does not participate in the STEM OPT extension program.

Work Arrangement

This position will be hired on a Success Flex basis. You will be required to come into the office two days per week, according to the department's current schedule.

Compensation and Benefits Information

Internal Compensation Grade: H4

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!

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…