Senior Customer Researcher

TIAA • Frisco, TX

21d

About The Position

Senior Customer Researcher 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; 7+ Years Preferred
• Physical Requirements: Sedentary Work
• 5+ years’ experience connecting survey data with operational data

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.
• Ability to present compelling research insights to business stakeholders and influence organizational decision-making through clear, persuasive communication
• Collaboration
• Continuous Improvement Mindset
• Data-Driven Business Intelligence
• Data Engineering/Analytics
• Data Visualization
• Group Problem Solving
• Predictive Modeling
• Programming
• Resourcefulness
• Statistics
• Story Telling

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.

Benefits

• comprehensive Total Rewards package designed to make a positive difference in the lives of our associates and their loved ones.
• superior retirement program
• highly competitive health, wellness and work life offerings

What This Job Offers

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