Job description
At TIAA, we know that our best work is done when the right ideas, processes and outcomes are prioritized with the customer experience in mind. To that end, we’re seeking a CX Research Lead. Our work ranges from generative to evaluative and ethnography to usability. We are looking for expert user experience researcher with a range of skills in qualitative and quantitative research methods. You will have a real passion for human-centered design, uncovering user needs, effectively communicating research insights, and collaborating with designers, developers, data scientists, content strategists, and others to craft superior experiences for TIAA customers.
Key Responsibilities and Duties
Key Responsibilities and Duties
- Collaborate with product teams to identify and prioritize research topics and questions, and provide consultation on appropriate research strategy needed to answer critical questions.
- Direct and plan experience research, including methods such as: in-person lab studies, ethnographic field studies, remote testing, contextual inquiry sessions, surveys, heuristic evaluations, and other approaches based on need.
- Conduct research using a wide variety of qualitative and quantitative methods as well as human-centered design principles leveraging data to inform the work.
- Communicate and share your work at all times, generating visual artifacts that make the research process and your findings digestible and easily understood beyond CX.
- Demonstrate a higher than usual degree of user empathy, and will be able to tell a compelling story about the motivations and intentions of our users, inspiring all stakeholders towards "Aha!" moments.
Educational Requirements
- University (Degree) Preferred
Work Experience
- 5+ Years Required; 7+ Years Preferred
Physical Requirements
- Physical Requirements: Sedentary Work
Career Level
9IC
Required Skills
- 5+ years of professional experience in product research and usability research, preferably supporting a design team for a commercial B2B, B2C, SaaS or mobile product experience.
- A human-centric approach to research, and the ability to be highly organized, creative and empathetic.
- Solid organization, project management and planning skills with web application implementations
- Should be self-directed with effective time management skills
- Proven ability and desire to work effectively as a member and leader of a team
- Ability to quickly learn and adapt in a fast-paced, highly interactive environment
- Strong written, visual and verbal communication skills that let you illustrate and share study plans, findings and insights creatively and persuasively.
Key Software Competencies
- UserTesting.com/UserZoom.com
- Confluence
- Zoom
- Qualtrics
- Optimal Workshop
- Adobe Analytics
- Invision, Figma
- Microsoft Powerpoint, Sharepoint, Word, etc.
#LI-KG1
Base Pay Range: $120,000/yr. - $200,000/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
TIAA is the leading provider of financial services in the academic, research, medical, cultural and government fields. We offer a wide range of financial solutions, including investing, banking, advice and education, and retirement services.
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/Affirmative Action Employer. We consider all qualified applicants for employment regardless of age, race, color, national origin, sex, religion, veteran status, disability, sexual orientation, gender identity, or any other protected status.
Read more about the Equal Opportunity Law
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
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