Senior Customer Researcher

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.

Key Responsibilities and Duties

Use expertise in research design, statistical analysis, and interpretation of results to provide useful and insightful research results.

Utilize Snowflake and SQL programming skills to produce relevant data sets to inform the analyses.

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.

Educational Requirements

University (Degree) Preferred

Work Experience

5+ Years Required; 7+ Years Preferred

Physical Requirements

Sedentary Work

Career Level
8IC

Required

5+ years’ experience connecting survey data with operational data

Preferred

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.

Experience with tools such as Snowflake, Python and SQL, or similar research and analytics platforms.

Related Skills
Collaboration, Continuous Improvement Mindset, Data-Driven Business Intelligence, Data Engineering/Analytics, Data Visualization, Group Problem Solving, Predictive Modeling, Programming, Resourcefulness, Statistics, Story Telling

Anticipated Posting End Date
2026-06-02

Base Pay Range
$113,000/yr - $152,000/yr

Benefits and Total Rewards
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. To learn more about your benefits, please review our Benefits Summary (https://www.tiaa.org/public/pdf/benefits-at-a-glance.pdf).

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.

EEO Statement
Our full EEO & Non-Discrimination statement is on our careers home page (https://careers.tiaa.org/), and you can read more about your rights and view government notices here (https://www.dol.gov/general/topics/posters).

#J-18808-Ljbffr