Sr Consultant, Business Insights

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.
* 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.
*
* 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. 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,At Nationwide, we find purpose in protecting people, businesses and futures with extraordinary care – and we’ve been doing that since 1926. Our financial strength and caring culture extend beyond our associates into the communities we serve. You really can
* feel* the difference at Nationwide, which is why we continue to be named one of the Fortune 100 Best Companies To Work For. Check out why others think we're , too, and let us know –
#J-18808-Ljbffr