[Remote] Consultant, Advanced Experience Analytics

Note: The job is a remote job and is open to candidates in USA. Nationwide is a Fortune 100 company focused on delivering extraordinary customer care. The role of Sr. Consultant, Advanced Experience Analytics involves using advanced analytics and behavioral science to enhance customer experience and drive business performance through data-driven insights.

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

Skills

• Deep understanding of behavioral science principles and research methods that drive customer experience insights—such as CX surveys, controlled experiments, and causal inference analyses
• Robust 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
• 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
• 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
• Graduate studies in statistics, data science, behavioral economics, marketing science, business analytics, or related fields are preferred
• Certification in customer experience (CCXP), analytics, or data science is valued but not required

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
• And more

Company Overview

• Nationwide, a Fortune 100 company based in Columbus, Ohio, is one of the largest and strongest diversified insurance and financial services organizations in the United States. It was founded in 1925, and is headquartered in Columbus, Ohio, USA, with a workforce of 10001+ employees. Its website is http://nationwide.com.

Company H1B Sponsorship

• Nationwide has a track record of offering H1B sponsorships, with 8 in 2023, 2 in 2022. Please note that this does not guarantee sponsorship for this specific role.

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