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

• 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.

Educational Requirements

• University (Degree) Preferred

Work Experience

• 5+ Years Required; 7+ Years Preferred

Physical Requirements

• 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

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:

2026-04-07

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

Actual base salary may vary based upon, but not limited to, relevant experience, time in role, base salary of internal peers, prior performance, business sector, and geographic location.  In addition to base salary, the competitive compensation package may include, depending on the role, participation in an incentive program linked to performance (for example, annual discretionary incentive programs, non-annual sales incentive plans, or other non-annual incentive plans). 

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Company Overview

Every worker deserves a secure retirement. For more than 100 years, TIAA has delivered it for millions of people. Founded to help educators retire with dignity, today weʼre a market-leading retirement company fueled by world-class asset management. But weʼre not just another legacy financial services firm. Weʼre fighting harder than ever before for our clients and the many Americans who need us.

Our Culture of Impact

At TIAA, we're on a mission to build on our 100+ year legacy of delivering for our clients while evolving to meet tomorrow's challenges. We equip our associates with future-focused skills and AI tools that enable us to advance our mission. Together, we are fighting to ensure a more secure financial future for all and for generations to come. We are guided by our values: Champion Our People, Be Client Obsessed, Lead with Integrity, Own It, and Win As One. They influence every decision we make and how we work together to serve our clients every day. We thrive in a collaborative in-office environment where teams work across organizational boundaries with shared purpose, accelerating innovation and delivering meaningful results. Our workplace brings together TIAA and Nuveen's entrepreneurial spirit, where we work hard and work together to create lasting impact. Here, every associate can grow through meaningful learning experiences and development pathways—because when our people succeed, our impact on clients' lives grows stronger.

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.

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 home page, and you can read more about your rights and view government notices here.

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. 

If you are a U.S. applicant and desire a reasonable accommodation to complete a job application please use one of the below options to contact our accessibility support team: 

Phone: (800) 842-2755

Email: accessibility.support@tiaa.org

Drug and Smoking Policy

TIAA maintains a drug-free and smoke/free workplace.

Privacy Notices

For Applicants of TIAA, Nuveen and Affiliates residing in US (other than California), click here.

For Applicants of TIAA, Nuveen and Affiliates residing in California, please click here.

For Applicants of TIAA Global Capabilities, click here.

For Applicants of Nuveen residing in Europe and APAC, please click here.