Sr Consultant, User Experience (UX Research Lead)

📍 Job Overview

Job Title: Sr Consultant, User Experience (UX Research Lead)

Company: Nationwide

Location: Ohio - Columbus, One Nationwide Plaza (Remote OK within the contiguous US)

Job Type: Full-Time

Category: User Experience / Design Operations

Date Posted: January 29, 2026

Experience Level: 8+ Years

Remote Status: Hybrid/Remote Eligible

🚀 Role Summary

• Lead user experience research initiatives to identify unmet customer needs and evaluate the desirability and usability of product and service concepts.

• Drive human-centered innovation by partnering with cross-functional teams to inform enterprise strategies and advance emerging experiences, particularly in Generative AI.

• Develop and execute comprehensive learning plans, selecting appropriate research methodologies to synthesize qualitative and quantitative data into actionable recommendations.

• Inform customer journey mapping and diagnose pain points within complex ecosystems to support Nationwide's mission of being the most customer-centric protection company.

• Contribute to the strategic direction of product development and innovation by translating user insights into compelling narratives for diverse audiences.

📝 Enhancement Note: While the primary focus is UX Research, the role's emphasis on "value-chain innovation," "enterprise strategies," and informing "product strategy" indicates a strong connection to GTM (Go-To-Market) operations. The ability to synthesize insights and influence business decisions is critical for successful product launches and market penetration. This role requires a strategic thinker who can bridge user needs with business objectives, aligning with the principles of effective Revenue Operations and Sales Operations by ensuring products meet market demands and customer expectations.

📈 Primary Responsibilities

• Design and conduct user research studies, including ethnography, contextual inquiry, in-depth interviews, and rapid concept testing, to uncover deep user insights.

• Build and manage learning plans that align research objectives with strategic business goals and product roadmaps.

• Synthesize complex qualitative and quantitative data into clear, compelling, and actionable insights and recommendations for product strategy and design.

• Collaborate closely with product managers, designers, technologists, business leaders, and the Customer Office to inform product development, customer journey maps, and strategic decision-making.

• Facilitate ideation sessions and evaluate concepts based on user desirability, business viability, and technical feasibility, ensuring a human-centered approach.

• Advocate for user needs and human-centered design principles throughout the product development lifecycle, influencing design solutions and business strategies.

• Mentor and guide less experienced team members in UX research craft and best practices, fostering a culture of continuous learning and improvement.

• Stay abreast of emerging technologies, design patterns, research methods, consumer psychology, and business strategy to ensure innovative and relevant solutions.

• Connect insights across business units to reduce silos and ensure a cohesive customer experience across all touchpoints.

📝 Enhancement Note: The responsibilities highlight a strong emphasis on research methodology selection, data synthesis, and translating findings into strategic recommendations. This is directly applicable to GTM operations, where understanding customer needs and market opportunities is paramount for effective product positioning, sales enablement, and customer acquisition strategies. The role requires the ability to not only gather data but also to interpret it in a way that drives business outcomes, a core function of Revenue Operations.

🎓 Skills & Qualifications

Education: Undergraduate degree in UX, Human-Computer Interaction, Psychology, Graphic Design, Information Science, Communications, or a related field is preferred.

Experience: Typically, eight or more years of professional experience practicing human-centered design, with a significant focus on UX research.

Required Skills:

• Proven expertise in multiple research methodologies, including ethnography, contextual inquiry, and rapid concept testing.

• Strong understanding of design thinking and human-centered design principles and best practices.

• Demonstrated ability to build learning plans and select appropriate research methodologies aligned with learning objectives.

• Skilled in synthesizing qualitative and quantitative data into clear, compelling, and actionable insights.

• Excellent verbal and written communication skills, with the ability to articulate design rationale and influence diverse audiences.

• Strong project management skills, with the ability to manage multiple concurrent projects and meet deadlines in a fast-paced environment.

• Proven ability to collaborate effectively with cross-functional stakeholders, including product managers, designers, and technologists.

• Experience with customer journey mapping and identifying user pain points and root causes.

Preferred Skills:

• Experience with Generative AI and other emerging experience technologies.

• Strong moderation skills for observations and in-depth interviews.

• Proficiency in using visual aids such as storyboards, wireframes, and rough screen shots for concept research.

• Experience in mentoring and guiding junior team members.

• Ability to connect work to larger strategic objectives and understand end-to-end customer experiences.

• Demonstrated ability to leverage data to make informed design decisions.

📝 Enhancement Note: The requirement for 8+ years of experience and the "Lead" title suggest this role is for a senior individual contributor or a potential team lead. The emphasis on influencing stakeholders and connecting work to larger strategic objectives is crucial for operations roles that bridge strategy and execution. Candidates should highlight instances where their research directly impacted product strategy, GTM planning, or customer engagement metrics.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Showcase a minimum of 3-5 comprehensive UX research case studies demonstrating end-to-end research processes.

• Each case study should clearly outline the problem statement, research objectives, chosen methodologies, execution details, key findings, and actionable recommendations.

• Highlight how your research insights directly influenced product strategy, design decisions, or business outcomes, with quantifiable results where possible.

• Include examples of how you synthesized qualitative and quantitative data to create a holistic understanding of user needs and behaviors.

Process Documentation:

• Provide examples of learning plans or research roadmaps you have developed.

• Illustrate your approach to selecting and justifying research methodologies based on specific project goals.

• Showcase your process for synthesizing research data and translating findings into actionable insights and user stories.

• Include examples of how you have collaborated with design and product teams to ensure research insights are effectively implemented.

📝 Enhancement Note: For a UX Research Lead role, the portfolio is paramount. It should not only demonstrate research skills but also the ability to translate those findings into strategic business recommendations. Operations professionals often need to present similar case studies illustrating process improvements, ROI, or strategic initiatives they have led. Candidates should focus on showcasing the impact of their work on business objectives, not just the process itself.

💵 Compensation & Benefits

Salary Range: $138,000.00 - $206,000.00 USD Annually

Benefits:

• Comprehensive Medical, Dental, and Vision Insurance

• Life Insurance

• Short-Term and Long-Term Disability Coverage

• Paid Time Off (minimum 18 days annually, pro-rated for new hires)

• 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

Working Hours: Full-time position. While not explicitly stated, standard professional working hours are expected, with the potential for extended hours during critical project phases. Remote work arrangements offer flexibility.

📝 Enhancement Note: The salary range provided is a national average and may vary based on specific location and candidate experience. The benefits package is robust and typical for a large, established financial services company like Nationwide, offering strong security and well-being support. The inclusion of a company-paid pension plan is a significant differentiator.

🎯 Team & Company Context

🏢 Company Culture

Industry: Financial Services & Insurance

Company Size: Fortune 100 company with nearly $70 billion in annual sales, indicating a large, established enterprise with significant market presence.

Founded: Nationwide was founded in 1926, signifying a long history and deep-rooted stability.

Team Structure:

• The UX Research Lead will join the Emerging UX team within the UX & Human Centered Practices organization.

• This team focuses on value-chain innovation, generative AI, and emerging experiences, partnering closely with the Customer Office.

Methodology:

• Emphasis on Human-Centered Design and Design Thinking principles.

• Focus on value-chain innovation to advance enterprise strategies.

• Strong partnership with the Customer Office to inform customer journeys and identify key moments that matter.

• Collaborative approach with product managers, designers, researchers, technologists, and business leaders.

• Iterative development and problem-solving, balancing user needs with business goals and technical feasibility.

Company Website: https://www.nationwide.com/

📝 Enhancement Note: Nationwide's commitment to being "on your side" and customer-centric is a core value. The UX team's focus on innovation, emerging technologies, and customer journeys suggests a forward-thinking environment within a traditional industry. For operations professionals, this means a blend of established processes and a drive for continuous improvement and strategic impact.

📈 Career & Growth Analysis

Operations Career Level: This Sr Consultant role represents a senior individual contributor or potential leadership position within the UX function. It requires deep expertise in one core UX competency (Research) and a strong understanding of others, positioning the candidate as a subject matter expert.

Reporting Structure: Reports to a Manager/Director within the UX & Human Centered Practices organization. Potential to lead matrixed or virtual teams.

Operations Impact: The role directly impacts product strategy and customer experience by providing critical insights into user needs and product desirability. This intelligence is vital for informing GTM strategies, ensuring product-market fit, and driving customer adoption and retention, which are key indicators for revenue operations.

Growth Opportunities:

• Opportunity to lead research initiatives in cutting-edge areas like Generative AI.

• Potential for team leadership and management roles.

• Exposure to strategic decision-making at an enterprise level within a Fortune 100 company.

• Continuous learning and development in UX research methodologies, emerging technologies, and consumer psychology.

• Skill development in influencing senior stakeholders and driving organizational change through data-driven insights.

📝 Enhancement Note: For individuals transitioning from or collaborating with operations, this role offers a unique opportunity to influence product development from the user's perspective, directly impacting GTM success. The growth path includes deepening UX expertise, developing leadership skills, and contributing to high-impact innovation projects.

🌐 Work Environment

Office Type: Hybrid/Remote work arrangements are considered, particularly for candidates outside the Columbus, OH area. This suggests a flexible work environment that balances in-person collaboration with remote autonomy.

Office Location(s): Primarily based in Columbus, Ohio, with the possibility of remote work within the contiguous United States.

Workspace Context:

• A collaborative environment where design has a strong voice in strategic decision-making.

• Approximately 100-person UX team operating in a hybrid/remote model.

• Access to tools and technologies supporting human-centered design and innovation.

• Opportunities for cross-functional interaction with product management, technology, and business units.

Work Schedule: Standard full-time professional schedule, with flexibility offered through remote work options. The role is exempt from overtime eligibility.

📝 Enhancement Note: The hybrid/remote flexibility is a key aspect for many operations professionals. The description implies a collaborative culture that values diverse perspectives, which is essential for effective operations teams that often act as a hub for cross-functional communication.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: Resume and portfolio review to assess experience and alignment with role requirements.

• Hiring Manager Interview: Discussion of experience, research philosophy, and alignment with team goals.

• Skills-Based Interview/Presentation: Candidates may be asked to present a portfolio case study, discuss research methodologies, and answer scenario-based questions related to problem-solving and stakeholder influence.

• Cross-Functional Panel Interview: Interaction with potential collaborators (e.g., Product Managers, Designers) to assess teamwork and communication skills.

• Final Interview: May involve senior leadership to discuss strategic vision and cultural fit.

Portfolio Review Tips:

• Focus on Impact: Clearly articulate the business problem your research addressed and the tangible outcomes or recommendations derived from your findings. Quantify impact whenever possible (e.g., improved conversion rates, reduced support tickets, increased user satisfaction scores).

• Show Your Process: Detail your research methodology, including how you selected it, the steps involved, and how you synthesized data. Use visuals to illustrate your process and findings.

• Tell a Story: Structure your case studies as narratives that highlight your critical thinking, problem-solving abilities, and influence.

• Tailor to the Role: Emphasize experience with generative AI, customer journey mapping, and informing product strategy, as these are key areas for this role.

Challenge Preparation:

• Be prepared to discuss specific examples of how you have identified unmet user needs and translated them into product requirements or strategic recommendations.

• Practice articulating complex research findings to a non-expert audience.

• Have examples ready of how you have influenced product roadmaps or business decisions through your research.

• Familiarize yourself with Nationwide's products and customer base to demonstrate context.

📝 Enhancement Note: The emphasis on a portfolio and case study presentation is common for UX roles but also highly relevant for operations professionals who need to demonstrate their impact through data and project outcomes. Preparing a strong narrative for your portfolio that highlights both process and results is key.

🛠 Tools & Technology Stack

Primary Tools:

• UX Research Tools: While specific tools are not listed, expect proficiency in standard qualitative and quantitative research platforms (e.g., UserTesting.com, Qualtrics, SurveyMonkey, Maze, Lookback).

• Prototyping Tools: Familiarity with tools like Figma, Sketch, Adobe XD, or InVision may be beneficial for understanding design outputs.

• Collaboration Tools: Expect to use platforms like Microsoft Teams, Slack, Jira, Confluence for team communication and project management.

Analytics & Reporting:

• Experience with data analysis and reporting tools is implied for synthesizing quantitative data. Familiarity with tools like Tableau, Power BI, or advanced Excel skills could be advantageous.

CRM & Automation:

• While not a primary focus, understanding how user research can inform CRM strategies or customer segmentation for marketing automation could be a plus.

📝 Enhancement Note: For operations roles, understanding the broader technology stack is crucial. While this role is research-focused, awareness of how UX insights feed into CRM, marketing automation, and sales enablement platforms demonstrates a holistic understanding of the customer lifecycle and GTM strategy.

👥 Team Culture & Values

Operations Values:

• Customer Centricity: Nationwide's core value, emphasizing placing customers at the heart of all decisions and actions.

• Human-Centered Design: A foundational principle for the UX team, ensuring solutions are empathetic and meet genuine user needs.

• Innovation: A drive to explore emerging technologies (like Generative AI) and advance enterprise strategies.

• Collaboration: Strong emphasis on working effectively with diverse cross-functional teams.

• Data-Driven Decision Making: Utilizing research insights to inform strategy and mitigate risk.

• Accountability & Ownership: Taking initiative and leading projects with minimal oversight.

Collaboration Style:

• Highly collaborative, working closely with product managers, designers, technologists, and business stakeholders.

• Emphasis on open communication, sharing insights, and facilitating cross-functional understanding.

• Mentorship and guidance are encouraged, fostering a supportive team environment.

• Ability to connect dots across business units to ensure a cohesive customer experience.

📝 Enhancement Note: The values align closely with best practices in GTM and Revenue Operations, where understanding the customer, leveraging data, and fostering cross-functional alignment are critical for success.

⚡ Challenges & Growth Opportunities

Challenges:

• Navigating Ambiguity: Working in the "ambiguous discovery phase" requires comfort with uncertainty and the ability to define problems effectively.

• Influencing Stakeholders: Gaining buy-in for research-backed recommendations from diverse stakeholders with potentially competing priorities.

• Balancing Needs: Synthesizing user needs with business viability and technical feasibility in a large enterprise setting.

• Bridging Silos: Connecting insights across different business units to ensure a unified customer experience.

• Rapid Technological Advancements: Staying current with emerging technologies like Generative AI and integrating them into research and design processes.

Learning & Development Opportunities:

• Deepen expertise in advanced UX research methodologies and emerging technologies.

• Develop leadership skills through mentorship and potential team management.

• Gain exposure to enterprise-level strategy and innovation within the financial services sector.

• Contribute to high-impact projects that shape Nationwide's customer-centric future.

• Opportunities for professional development through conferences, training, and internal knowledge sharing.

📝 Enhancement Note: The challenges present significant growth opportunities for operations professionals, particularly in areas like strategic problem-solving, stakeholder management, and driving change through data.

💡 Interview Preparation

Strategy Questions:

• "Tell me about a time your research uncovered a significant unmet user need that led to a change in product strategy." (Focus on problem identification, methodology, insight synthesis, and impact).

• "How do you approach building a learning plan for a complex, ambiguous problem space like Generative AI?" (Highlight your strategic thinking, methodology selection, and ability to define clear objectives).

• "Describe a situation where you had to influence stakeholders who were resistant to your research findings. How did you handle it?" (Emphasize communication, data storytelling, and negotiation skills).

Company & Culture Questions:

• "What interests you about Nationwide and our mission to be the most customer-centric protection company?" (Research Nationwide's values, recent news, and customer-focused initiatives).

• "How would you contribute to a team focused on innovation and emerging experiences?" (Connect your skills and passion for research to these themes).

Portfolio Presentation Strategy:

• Structure: Begin with a brief overview of the company and the challenge, followed by your research process, key findings, and actionable recommendations. Conclude with the impact or outcome of your work.

• Visuals: Use clear, concise visuals to support your narrative. Avoid overly dense slides.

• Quantify Impact: Wherever possible, present data that demonstrates the business value of your research (e.g., improvements in conversion rates, user satisfaction, or efficiency).

• Storytelling: Frame your case study as a compelling story of problem-solving and insight generation.

• Be Prepared for Q&A: Anticipate questions about your methodology, decision-making process, and the challenges you faced.

📝 Enhancement Note: Preparing for UX research interviews often involves showcasing a deep understanding of methodologies and their application to business problems. Operations candidates can leverage their experience in process improvement, data analysis, and strategic planning to frame their answers effectively, highlighting how research drives business outcomes.

📌 Application Steps

To apply for this UX Research Lead position:

• Submit your application through the provided career portal link.

• Portfolio Customization: Ensure your resume and portfolio are tailored to highlight your experience in UX research, human-centered design, customer journey mapping, and influencing product strategy. Prepare 2-3 key case studies that best showcase your end-to-end research process and impact.

• Resume Optimization: Clearly articulate your years of experience, specific research methodologies used, and quantifiable achievements. Use keywords from the job description naturally throughout your resume.

• Interview Preparation: Practice articulating your research process, insights, and recommendations. Be ready to discuss your approach to identifying user needs and influencing business decisions. Prepare specific examples for behavioral and situational questions.

• Company Research: Familiarize yourself with Nationwide's business, its customer base, and its commitment to customer-centricity and innovation. Understand how UX research contributes to their strategic goals.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.