Director of Experience Research and Analytics - D&CX

TIAA • Charlotte, NC

4d

About The Position

The Director of Client Research and Analytics The Director of client research and analytics will design, execute, analyze, and deliver experience research program insights for various functions or business units and will influence key customer experience decisions to improve the customer's end-to-end retirement journey. This role leads the analytic plans to identify current market sector trends, customer patterns and friction points that impact client health metrics. This job develops action plans that help answer business questions and improve decision-making by leading the collection of data sources, as well as the analysis and extraction of key data and information.

Requirements

• Advanced expertise in research design, statistical analysis, and interpretation of results to provide insights that inform key business decisions.
• Minimum 5+ years of experience designing, executing, analyzing, and delivering experience research programs, particularly related to customer experience and journey mapping.
• Executive Communication & Stakeholder Influence – Proven ability to present detailed reports and compelling insights to business, finance, and investment management stakeholders, and to earn trust that shapes decision-making.

Nice To Haves

• 7+ years of experience in research and analytics roles is preferred
• Background advising product development and marketing functions based on trend analysis and modeling insights would be beneficial.
• Retirement Industry or Financial Services Knowledge

Responsibilities

• Design, implement and execute controls to ensure proper sampling, properly secure all data, and comply with applicable external customer privacy regulations and internal procedures.
• Lead and manage programs of client research to inform organizational decisions.
• Use advanced expertise in research design, statistical analysis, and interpretation of results to provide insights that inform key business decisions.
• Inform and partner to choose the best mathematical and statistical techniques that determine market conditions, project consumer needs and inform business initiatives.
• Advises the analysis of trends found from modeling to inform other lines of business such as product development and marketing decisions.
• Defines data mining models, statistical reporting and data analysis methodologies to identify key customer segments and to simulate impact of potential business decisions.
• Presents detailed reports and conclusions for business, finance, and investment management based on data summaries.
• Monitors and communicates key performance metrics and operational challenges to management to quantify and articulate the business impact of value stream initiatives or issues.
• Earn and maintain trust of business stakeholders to influence and shape decision-making by combining relevant and timely market research with analysis of business implications, and presenting compelling insights and recommendations.

Benefits

• The organization is committed to making financial well-being possible for its clients, and is equally committed to the well-being of our associates. That’s why we offer a comprehensive Total Rewards package designed to make a positive difference in the lives of our associates and their loved ones. Our benefits include a superior retirement program and highly competitive health, wellness and work life offerings that can help you achieve and maintain your best possible physical, emotional and financial well-being.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Number of Employees: 5,001-10,000 employees