Senior Customer Researcher

TIAA•Frisco, TX

21h•Onsite

About The Position

The Senior Customer Research and Analytics role involves working with survey and operational data to analyze and report on client health metrics, supporting business partners. This role will provide analysis and insights, along with key actions for partners to address client experiences, including recommendations for backlog work, experimentation hypotheses, and overall operational and process improvements. TIAA is a market-leading retirement company with over 100 years of legacy, focused on delivering secure retirements for millions, particularly educators and those in not-for-profit sectors. The company fosters a culture of impact, equipping associates with future-focused skills and AI tools to advance its mission of ensuring a more secure financial future. TIAA is guided by values such as Champion Our People, Be Client Obsessed, Lead with Integrity, Own It, and Win As One, promoting a collaborative in-office environment for innovation and meaningful results. Associates are encouraged to grow through learning experiences and development pathways.

Requirements

5+ years’ experience with designing and executing programs of research.

Nice To Haves

Proven ability to design, execute, and analyze customer research projects using appropriate research methodologies and statistical analysis techniques.
Experience managing research programs and external vendors, including documentation for audit, risk, and compliance purposes.
Strong analytical skills to interpret research results and translate findings into actionable business insights and recommendations including connecting survey and operational dat.
Ability to present compelling research insights to business stakeholders and influence organizational decision-making through clear, persuasive communication

Responsibilities

Design, manage and run experience research programs to identify client pain points, insights to produce actionable results for our business partners.
Use expertise in research design, analysis, and interpretation of results to provide useful and insightful research results.
Influence business stakeholder’s decision making by combining relevant and timely survey results with operational data to provide recommendations to support business outcomes, and be comfortable presenting compelling insights and recommendations.
Oversee vendor and project management for research programs, including documenting for audit/risk/compliance purposes.
Implement and execute controls to ensure proper sampling, properly secure all data, and comply with applicable external customer privacy regulations and internal procedures.