Director, Customer,Research Director, Customer,Research …

in Charlotte, NC, United States
Permanent, Full time
Be the first to apply
in Charlotte, NC, United States
Permanent, Full time
Be the first to apply
Director, Customer,Research
All companies + Hiring difference makers. ☰ Director, Customer Experience User Research 💼 TIAA 📅 Feb 25, 2020 Post Date Apply for Job Share this Job COMPANY OVERVIEW:

TIAA is a unique financial partner. With an award-winning track record for consistent performance, TIAA is the leading provider of financial services in the academic, research, medical, cultural and government fields. TIAA has $1.1 trillion in assets under management (as of 6/30/2019) and offers a wide range of financial solutions, including investing, banking, advice and guidance, and retirement services.

For more information about TIAA, .


The Director, CX User Research will be responsible for building and leading a team of user research professionals who will work collaboratively with teams across the organization to design and develop the next-generation omni-channel experience at TIAA.  This leader is responsible for conducting end-to-end research, utilizing a wide variety of methodologies to help create an understanding of our users (current and future), their needs and the opportunity this uncovers for our products.

This role will play a critical strategic and leadership role in reimagining how customers interact with TIAA. The Director, CX User Research will relentlessly advocate for the customer and inspire teams to push the boundaries of whats possible for compelling user experiences that deliver on our vision of caring for our customers finances up to and through retirement.

This position requires a thoughtful leader and outstanding communicator who is comfortable working cross-functionally and influencing different personalities and perspectives.  This leader will work closely across various functional areas, including digital, data analytics, UX, brand/marketing and technology.

  • Manage and lead customer research utilizing the appropriate methodologies within the research and customer experience discipline, including:
  • Formal (lab based), remote, iterative, comparative and competitor usability testing
  • Lab based, remote and mobile eye tracking studies
  • Heuristic evaluations & competitor assessments
  • Card sorting & task analysis
  • Contextual inquiries & ethnographic research
  • User personas
  • Customer journey maps
  • One-on-one interviews, focus groups & surveys
  • Online research
  • Serve as the expert within the research and customer experience discipline and be able to clearly articulate key differentiators as it relates to user-centered design and customer experience
  • Help educate our partners on user research, market research, usability best practices, and be an advocate for the customer-centric, design driven culture we are trying to build

Required Qualifications:

  • BA/BS
  • 7+ years of UX, CX, or User Research & Usability

Desired Qualifications:

  • Masters Degree

Equal Employment Opportunity is not just the law, its our commitment. Read more about the .

If you need assistance applying due to visually or hearing impaired, please email .

We are an Equal Opportunity/Affirmative Action Employer. We will 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 legally protected status.

Additional Information
  • Requisition ID: 1725918
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