AVP, Customer Data Strategy

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's Strategy and Corporate Development Office might be 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.

Please Note: This position is open to working remotely in the United States for suitable candidates. 

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Job Description Summary

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 a great place to work, too, and let us know – can you see yourself at Nationwide?

As the AVP, Customer Data Strategy, you’ll be in an innovative and strategic role that leads and enhances Nationwide’s customer and partner data management capabilities. You’ll lead a center of excellence that sources and manages high-quality, governed, and actionable customer data while unlocking new opportunities to improve customer experience and operational efficiency enabling better decision making. This role goes beyond managing data—it’s about transforming how data is used across the organization. You will develop and execute a future-focused data strategy, identifying innovative ways to activate, leverage, and scale customer and partner data for business growth. You’ll partner with senior leadership to set a visionary direction that aligns master data management with emerging industry trends and positions Nationwide for future data-driven innovation and competitive advantage.

Job Description

Key Responsibilities:   

• Develop and execute a long-term master customer data strategy, ensuring customer data is a competitive advantage for enhancing customer experience and operational excellence. 

• Define the vision and future capabilities for how data is collected, managed, analyzed, and activated across the enterprise. 

• Champion data as a strategic asset, aligning data initiatives with AI, personalization, automation, and digital transformation efforts 

• Oversee the management of critical data assets (e.g., ECIF, DPIM, Analytic Assets) ensuring data is timely, accurate, and actionable. 

• Drive the activation of customer and partner data, making it accessible for operational and analytical uses, AI-driven decision-making, and omni-channel experiences. 

• Design and implement a scalable interaction data layer that consolidates real-time and historical omni-channel interaction data from web, mobile, IVR, call centers, and emails. 

• Architect an analytics layer that provides a unified view of customer journeys across channels, enabling deep behavioral insights. Ensure the analytics layer supports self-service insights, allowing business teams to analyze customer journeys without technical expertise. 

• Implement and enforce robust data governance frameworks, ensuring compliance with privacy, security, and industry regulations (CCPA, NAIC, HIPPA, etc.). 

• Develop and implement visualization best practices to transform complex data sets into compelling narratives that drive informed decision-making.  Oversee the design and deployment of interactive customer dashboards. 

• Regularly assess and enhance visualization methodologies by incorporating emerging tools and technologies, ensuring the organization stays ahead in data insights. 

• Partner with Technology, Marketing, Enterprise Analytics Office, operations teams within the business units and customer experience teams to seamlessly integrate data capabilities into decision-making and customer engagement strategies. 

• Lead a high-performing team of data professionals, fostering a culture of innovation, accountability, and continuous improvement. 

• Responsible for the management of associates incl