Senior Customer Researcher

TIAA•Frisco, TX

4d•Onsite

About The Position

The Senior Customer Research and Analytics role will work with survey data and operational data to analyze and report on client health metrics to support our business partners. The analysis and insights provided will also be accompanied with key actions our partners can take to address client experiences including recommendations for backlog work, experimentation hypotheses and overall operational and process improvements.

Requirements

5+ Years Required
5+ years’ experience with designing and executing programs of research.
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 data.
Ability to present compelling research insights to business stakeholders and influence organizational decision-making through clear, persuasive communication

Nice To Haves

University (Degree) Preferred
7+ Years Preferred

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.