Senior Customer Researcher
Teachers Insurance and Annuity Association of America, Dallas, TX, United States
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 insights provided will be accompanied by key actions partners can take to address client experiences, including recommendations for backlog work, experimentation hypotheses, and overall operational and process improvements.
Key Responsibilities and Duties
Design, manage and run experience research programs to identify client pain points and produce actionable results for our business partners.
Use expertise in research design, analysis, and interpretation of results to provide useful and insightful research findings.
Influence business stakeholder decision‑making by combining survey results with operational data, providing recommendations to support business outcomes, and presenting compelling insights.
Oversee vendor and project management for research programs, including documentation for audit, risk, and compliance purposes.
Implement and execute controls to ensure proper sampling, data security, and compliance with applicable external customer privacy regulations and internal procedures.
Educational Requirements
University degree preferred.
Work Experience
5+ years required; 7+ years preferred.
Physical Requirements
Sedentary work.
Required Qualifications
5+ years’ experience designing and executing research programs.
Preferred Qualifications
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.
Related Skills
Collaboration, Continuous Improvement Mindset, Data‑Driven Business Intelligence, Data Engineering/Analytics, Data Visualization, Group Problem Solving, Predictive Modeling, Programming, Resourcefulness, Statistics, Storytelling.
Compensation
Base pay range: $113,000 – $152,000 per year. Compensation may vary based on relevant experience, time in role, internal peer salary, prior performance, business sector, and geographic location. A competitive incentive program is available depending on the role.
Benefits and Total Rewards
TIAA offers a comprehensive Total Rewards package, including a superior retirement program and competitive health, wellness, and work‑life benefits.
Equal Opportunity
We are an Equal Opportunity Employer. TIAA does not discriminate against any candidate or employee on the basis of age, race, color, national origin, sex, religion, veteran status, disability, sexual orientation, gender identity, or any other legally protected status.
Our full EEO & Non‑Discrimination statement is on our careers homepage: https://careers.tiaa.org/ and you can review your rights here: https://www.dol.gov/general/topics/posters.
Accessibility Support
TIAA offers support for those who need assistance with our online application process to provide an equal employment opportunity to all job seekers, including individuals with disabilities.
Contact options for U.S. applicants desiring reasonable accommodation:
Phone: (800) 842-2755
Email: accessibility.support@tiaa.org
Drug and Smoking Policy
TIAA maintains a drug‑free and smoke‑free workplace.
Privacy Notices
Privacy notice for U.S. applicants (excluding California): https://www.tiaa.org/public/tiaa-nuveen-privacy
Privacy notice for California applicants: https://www.tiaa.org/public/tiaa-nuveen-ca-privacy
Privacy notice for Global Capabilities applicants: https://www.tiaa.org/public/support/privacy/tiaa-global-capabilities-privacy-notice
Privacy notice for Nuveen applicants in Europe and APAC: https://www.tiaa.org/public
uveen-eu-uk-privacy
Nondiscrimination & Equal Opportunity Employment
TIAA is committed to providing equal opportunity across all employment practices and we believe our employees have a right to a diverse and inclusive workplace.
#J-18808-Ljbffr
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 insights provided will be accompanied by key actions partners can take to address client experiences, including recommendations for backlog work, experimentation hypotheses, and overall operational and process improvements.
Key Responsibilities and Duties
Design, manage and run experience research programs to identify client pain points and produce actionable results for our business partners.
Use expertise in research design, analysis, and interpretation of results to provide useful and insightful research findings.
Influence business stakeholder decision‑making by combining survey results with operational data, providing recommendations to support business outcomes, and presenting compelling insights.
Oversee vendor and project management for research programs, including documentation for audit, risk, and compliance purposes.
Implement and execute controls to ensure proper sampling, data security, and compliance with applicable external customer privacy regulations and internal procedures.
Educational Requirements
University degree preferred.
Work Experience
5+ years required; 7+ years preferred.
Physical Requirements
Sedentary work.
Required Qualifications
5+ years’ experience designing and executing research programs.
Preferred Qualifications
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.
Related Skills
Collaboration, Continuous Improvement Mindset, Data‑Driven Business Intelligence, Data Engineering/Analytics, Data Visualization, Group Problem Solving, Predictive Modeling, Programming, Resourcefulness, Statistics, Storytelling.
Compensation
Base pay range: $113,000 – $152,000 per year. Compensation may vary based on relevant experience, time in role, internal peer salary, prior performance, business sector, and geographic location. A competitive incentive program is available depending on the role.
Benefits and Total Rewards
TIAA offers a comprehensive Total Rewards package, including a superior retirement program and competitive health, wellness, and work‑life benefits.
Equal Opportunity
We are an Equal Opportunity Employer. TIAA does not discriminate against any candidate or employee on the basis of age, race, color, national origin, sex, religion, veteran status, disability, sexual orientation, gender identity, or any other legally protected status.
Our full EEO & Non‑Discrimination statement is on our careers homepage: https://careers.tiaa.org/ and you can review your rights here: https://www.dol.gov/general/topics/posters.
Accessibility Support
TIAA offers support for those who need assistance with our online application process to provide an equal employment opportunity to all job seekers, including individuals with disabilities.
Contact options for U.S. applicants desiring reasonable accommodation:
Phone: (800) 842-2755
Email: accessibility.support@tiaa.org
Drug and Smoking Policy
TIAA maintains a drug‑free and smoke‑free workplace.
Privacy Notices
Privacy notice for U.S. applicants (excluding California): https://www.tiaa.org/public/tiaa-nuveen-privacy
Privacy notice for California applicants: https://www.tiaa.org/public/tiaa-nuveen-ca-privacy
Privacy notice for Global Capabilities applicants: https://www.tiaa.org/public/support/privacy/tiaa-global-capabilities-privacy-notice
Privacy notice for Nuveen applicants in Europe and APAC: https://www.tiaa.org/public
uveen-eu-uk-privacy
Nondiscrimination & Equal Opportunity Employment
TIAA is committed to providing equal opportunity across all employment practices and we believe our employees have a right to a diverse and inclusive workplace.
#J-18808-Ljbffr