Sr Analyst, Workforce Management Insights

Nationwide; Grandview Heights (OH); On-site; USD 80,000 - 110,000; Full time

Job summary

Nationwide is seeking a Sr. Analyst, Workforce Management Insights to turn complex workforce data into trusted insights for forecasting, capacity planning, and service outcomes.

The role combines data discovery, preparation, visualization, automation, and business storytelling to support WFM decisions. It’s not about enterprise strategy or people management, but delivering actionable analytics to partners and leaders.

Qualifications

• Experience solving operational or business problems with data.
• Hands-on SQL querying for exploration, transformation, validation, and analysis.
• Experience building reports or visualizations with BI tools (Power BI/Tableau).
• Ability to apply analytical methods and explain data limitations.

Responsibilities

• Discover, extract, combine, and analyze workforce data from internal systems and sources.
• Use SQL and tools to investigate data, reconcile definitions, and create analysis-ready datasets.
• Build reusable datasets, queries, and reporting logic to reduce manual work.
• Analyze trends across workload, staffing, capacity, productivity, and service metrics.
• Develop dashboards, visualizations, and recurring reports for stakeholders.

Skills

SQL

Data analysis

Data visualization

Python

R

Automation

Business storytelling

Communication

Education

Bachelor's degree in analytics or related field

Tools

Power BI

Tableau

Python

R

Job description

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.

Position summary

The Sr. Analyst, Workforce Management Insights turns complex workforce and operational data into trusted, reusable insights that improve forecasting, capacity planning, staffing decisions, and service outcomes. This role combines hands‑on data discovery and analysis with data preparation, visualization, automation, and clear business storytelling. The analyst partners with Workforce Management and business leaders to clarify questions, validate assumptions, and deliver practical recommendations grounded in reliable data.

This position independently owns complex analytical deliverables and recurring data products. It strengthens the WFM team's data capability and supports better decisions; it does not own enterprise WFM strategy or people management.

Key responsibilities

• Discover, extract, combine, and analyze workforce data from approved internal systems and sources, including complex or high‑volume operational datasets.
• Use SQL and related query tools to investigate data, reconcile definitions, assess quality, and create analysis‑ready datasets. Apply Python, R, or comparable tools where appropriate for analysis or automation.
• Build and maintain reusable datasets, queries, reporting logic, and analytical assets that improve consistency and reduce manual or duplicated work.
• Analyze trends and drivers across workload, staffing, capacity, productivity, service, and related workforce measures; distinguish meaningful signals from data limitations and variation.
• Develop clear dashboards, visualizations, recurring reports, and ad hoc analyses that make findings accessible to WFM partners and business leaders.
• Translate analytical findings into concise narratives, implications, and recommendations that support operational and planning decisions.
• Support forecasting and capacity‑planning work through data preparation, assumption validation, scenario analysis, and automation of repeatable processes.
• Partner with stakeholders to define the business question, measures, data requirements, and intended use of analysis; manage work through delivery and communicate risks or limitations.
• Apply appropriate data governance, privacy, access, documentation, and quality practices when using and sharing workforce information.
• Identify opportunities to improve analytical methods and reporting processes; document reusable approaches and share practical SQL/query knowledge with WFM colleagues.
• Balance multiple requests, prioritize based on business value and deadlines, and deliver accurate work with appropriate review and validation.
• Perform other responsibilities as assigned.

Qualifications

• Demonstrated experience using data analysis to solve operational or business problems, including work with large, structured datasets.
• Hands‑on proficiency writing and maintaining SQL queries for data exploration, transformation, validation, and analysis.
• Experience building reports or visualizations with a business intelligence tool such as Power BI, Tableau, or a comparable platform.
• Ability to apply analytical methods-including trend, variance, root‑cause, and scenario analysis-and explain assumptions, confidence, and data limitations.
• Experience automating or streamlining repeatable analysis, reporting, or data‑preparation tasks using Python, R, SQL, or comparable tools.
• Strong written and verbal communication skills, including the ability to present technical findings as clear business implications and recommendations.
• Strong problem‑solving, organization, and stakeholder‑partnership skills; able to independently manage complex deliverables and concurrent priorities.
• Undergraduate studies in analytics, data science, business, mathematics, computer science, or a related field preferred; equivalent practical experience may be considered.

Preferred experience

• Workforce Management, contact center, workforce operations, forecasting, staffing, capacity planning, or service‑performance analytics.
• Experience working with workforce platforms and operational data, such as ACD/telephony, workforce management, case, or workflow systems.
• Data quality, metric definition, documentation, governance, and development of reusable reporting datasets.
• Communicating insights to operational leaders and supporting decisions with dashboards, concise readouts, or scenario comparisons.

Core skills

SQL and data extraction; data analysis and problem solving; data quality and validation; data visualization and business intelligence; automation; workforce and operational mea