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 an