Sr Consultant, Business Insights

Nationwide•Columbus, OH

11h•Hybrid

About The Position

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. 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.

Requirements

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).
Undergraduate studies in computer science, management information, business, mathematics or related field with post-graduate studies preferred.
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.
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.

Nice To Haves

Familiarity with customer & digital experience analytics (product analytics, journey analytics, session insights), segmentation/personas, and more contemporary thinking in customer data.
Professional experience in insurance, financial services or a related industry preferred.
Post-graduate studies preferred.

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).
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.
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.

Benefits

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