Director of Experience Research and Analytics - D&CX

The Director of Client Research and Analytics

The Director of client research and analytics will design, execute, analyze, and deliver experience research program insights for various functions or business units and will influence key customer experience decisions to improve the customer's end-to-end retirement journey. This role leads the analytic plans to identify current market sector trends, customer patterns and friction points that impact client health metrics. This job develops action plans that help answer business questions and improve decision-making by leading the collection of data sources, as well as the analysis and extraction of key data and information. 

Key Responsibilities and Duties

• Design, implement and execute controls to ensure proper sampling, properly secure all data, and comply with applicable external customer privacy regulations and internal procedures.

• Lead and manage programs of client research to inform organizational decisions.

• Use advanced expertise in research design, statistical analysis, and interpretation of results to provide insights that inform key business decisions.

• Inform and partner to choose the best mathematical and statistical techniques that determine market conditions, project consumer needs and inform business initiatives.

• Advises the analysis of trends found from modeling to inform other lines of business such as product development and marketing decisions.

• Defines data mining models, statistical reporting and data analysis methodologies to identify key customer segments and to simulate impact of potential business decisions.

• Presents detailed reports and conclusions for business, finance, and investment management based on data summaries.

• Monitors and communicates key performance metrics and operational challenges to management to quantify and articulate the business impact of value stream initiatives or issues.

• Earn and maintain trust of business stakeholders to influence and shape decision-making by combining relevant and timely market research with analysis of business implications, and presenting compelling insights and recommendations.

Educational Requirements

• University (Degree) Preferred

Work Experience

• 5+ Years Required; 7+ Years Preferred

Physical Requirements

• Physical Requirements: Sedentary Work

Career Level
9IC

Required

• Advanced expertise in research design, statistical analysis, and interpretation of results to provide insights that inform key business decisions.
• Minimum 5+ years of experience designing, executing, analyzing, and delivering experience research programs, particularly related to customer experience and journey mapping.
   

Preferred

• 7+ years of experience in research and analytics roles is preferred
• Background advising product development and marketing functions based on trend analysis and modeling insights would be beneficial.
• Executive Communication & Stakeholder Influence – Proven ability to present detailed reports and compelling insights to business, finance, and investment management stakeholders, and to earn trust that shapes decision-making.
• Retirement Industry or Financial Services Knowledge

Related Skills

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

Anticipated Posting End Date:

2026-04-07

Base Pay Range: $145,000/yr - $197,000/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 American