Consultant, Advanced Experience Analytics

If you're passionate about helping a Fortune 100 company drive their strategy forward through innovative product development and advancing strategic partnerships to protect customers (and their pets), then Nationwide is the place for you! At Nationwide®, "on your side" goes beyond just words. Our customers are at the center of everything we do and we're looking for associates who are passionate about delivering extraordinary care.

Shape the Future of Customer Experience Through Data and Behavioral Science
Are you passionate about turning insights into impact? Join us in a role where your expertise in behavioral science and advanced analytics will directly influence how businesses understand and engage with their customers. In this position, you’ll design and test innovative solutions using cutting-edge statistical programming tools, helping predict and shape customer behavior to drive measurable business performance. 

 

We’re looking for someone who thrives at the intersection of research and real-world application—someone ready to employ rigorous methods and advanced techniques to solve complex challenges and create meaningful change. 

 

To Be Successful in This Role

You’ll bring a blend of education and expertise that enables you to tackle complex challenges with confidence and creativity:

• Educational Foundation:
  A bachelor’s degree in statistics, behavioral science, actuarial science, engineering, or a related quantitative field is highly preferred. An advanced degree (Master’s or Ph.D.) in a relevant discipline will set you apart.
• Deep Knowledge & Applied Skills:
  You have a robust understanding of behavioral science principles and research methods that drive customer experience insights—such as CX surveys, controlled experiments, and causal inference analyses. Your ability to translate these methods into actionable strategies is key to success.

#LI-MS2 #LI-REMOTE

Remote work arrangements will be considered for candidates located outside the Columbus area.

Job Description Summary

At Nationwide, creating extraordinary customer experiences is central to our mission. The Experience Analytics team empowers business and customer office leaders to leverage data-driven insights to transform how we serve our customers and to optimize every touchpoint along the customer journey. If you are passionate about fusing advanced analytics with customer-centric strategies and have the drive to pioneer the next evolution of customer experience, we want to know more about you!
As a Sr. Consultant, Advanced Experience Analytics, you will use advanced analytics, machine learning, and data visualization to reveal deep insights into customer behaviors, preferences, and sentiments. You will partner closely with Customer Office leaders, business unit stakeholders, and other data scientists to drive strategic initiatives that shape and enhance the entire customer lifecycle. This role offers opportunities to influence enterprise-wide decision making, develop experience analytics strategy, and build innovative solutions that directly impact customer loyalty, retention, and satisfaction. To succeed, you will need to use your business knowledge and a solid understanding of advanced analytics (e.g., artificial intelligence, machine learning, etc.) to prioritize business problems and design solutions. You will have the opportunity to work with various technologies from big data, relational and SQL databases, unstructured data technology and programming languages such as SQL and Python.

Job Description

Key Responsibilities: 

• Leads complex experience analytics projects focused on the end-to-end customer journey, enabling data-driven improvements in customer experience, customer loyalty, and customer value.

• Develops, tests, and implements advanced predictive models, segmentation, and journey analytics using structured and unstructured customer data and operational data from a variety of data sources such as Voice of the Customer program, CRM platforms, and contact center platforms.

• Serves as a trusted advisor and provides consultative thought leadership to Customer Office leaders and business partners by translating data-derived insights into actionable recommendations.

• Designs and delivers compelling analytics visualizations and storytelling tailored to executive leadership, highlighting customer experience trends, pain points, and breakthrough opportunities.

• Drives the adoption and operationalization of customer metrics and measurement frameworks, ensuring insights are embedded in day-to-day decisions.

• Continuously researches and introduces emerging analytics methodologies, technologies, and best practices relevant to customer experience.

• Collaborates across the organization to integrate customer experience data into broader analytics strategies.

May perform other responsibilities as assigned.

Reporting Relationships: Reports to Advanced Experience Analytics Leader

Typical Skills and Experiences:  

Education: Graduate studies in statistics, data science, behavioral economics, marketing science, business analytics, or related fields are preferred. Proven, deep quantitative experience within domain may be considered in lieu of advanced degrees.

License/Certification/Designation: Certification in customer experience (CCXP), analytics, or data science is valued but not required.

Experience: Typically eight to ten years in analytics roles with at least three years specializing in customer experience, marketing analytics, or related areas. Demonstrated experience using advanced analytics to drive business and customer outcomes.

Knowledge, Abilities and Skills: Deep understanding of advanced analytics methodologies and data-driven customer journey optimization.  Proficiency with statistical and machine learning techniques and tools (e.g., Python, R, SQL) applied to customer and operational data.  Expertise in data visualization and reporting platforms (e.g., Power BI, Tableau, Qualtrics, Medallia).  Strong communication skills to distill and present technical insights to senior leaders and non-technical stakeholders.  Track record of influencing senior leaders, collaborating cross-functionally, and executing customer experience transformation initiatives.

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 Resource Business Partner.

Values: Regularly and consistently demonstrates Nationwide Values.

Job Conditions:  

Overtime Eligibility: Exempt (Not Eligible)

Working Conditions: Normal office environment.

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.

We currently anticipate accepting applications until 12/19/2025. However, we encourage early submissions, as the posting may close sooner if a strong candidate slate is identified before the deadline.

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.

This position could be filled within any of the lower 48 U.S. states.

Smoke-Free Iowa Statement: Nationwide Mutual Insurance Company, its affiliates and subsidiaries comply with the Iowa Smokefree Air Act. Smoking is prohibited in all enclosed areas on or around company premises as well as company issued vehicles. The company offers designated smoking areas in which smoking is permitted at each individual location. The Act prohibits retaliation for reporting complaints or violations. For more information on the Iowa Smokefree Air Act, individuals may contact the Smokefree Air Act Helpline at 888-944-2247.

For NY residents please review the following state law information: Notice of Employee Rights, Protections, and Obligations LS740 (ny.gov) https://dol.ny.gov/system/files/documents/2022/02/ls740_1.pdf

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 Consultant, Advanced Experience Analytics : $104,000.00-$215,000.00

The expected starting salary range for Consultant, Advanced Experience Analytics : $115,000.00 - $173,000.00