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

• 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:

2026-04-07

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