Sr. Director, Business Research Lead 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 Business Research Practice Lead to manage a team of qualitative and quantitative researchers working on projects, both generative and evaluative, strategic and tactical, to deliver experience insight, frameworks, and metrics at dynamic scale. We are looking for a seasoned leader with a range of skills to help us facilitate effective, efficient, and high impact research that can serve the enterprise as a whole. You will oversee highly visible work including our experience metrics and other shared experience insights, tools and frameworks so as to provide the enterprise with a single source of truth on our B2B and B2C client experiences. You will have a real passion for human-centered design built on strong research, business acumen, effective communication of insights, and collaboration with designers, strategists, product owners, business leads and others.As a Sr Director, Business Research Lead, you will be responsible for telling a holistic story about our client experience. You will develop tools, frameworks, mechanisms and metrics for making sense of the client experience and operationalizing insight across the enterprise. You will lead a team of impacted-minded mixed-method researchers and direct programs of customer research to inform our understanding and definition of the client experience and drive business decisions. Your Business Research team is responsible for managing and synthesizing strategic research and client experience metrics that elevate the impact of our research practices. As a leader you will help teams better communicate, deliver and act on insight. You will work with cross-functional stakeholders throughout the enterprise to understand their business goals and develop learning and measurement plans. The Business Research Lead will have a track record of activating research, creatively and effectively delivering insight, collaborating cross-functionally, and delivering critical customer insights to enable optimal customer experiences. This leader will be effective at integrating research from multiple sources and methodologies into a usable metrics, insights, and tools for the enterprise to delight clients.Key Responsibilities and Duties
Lead a team of impacted-minded mixed-method researchers directing programs of customer research to inform organizational decisions.
Work with cross-functional stakeholders to understand their business goals, to develop, plan and prioritize research, and to create measurement plans.
Use expertise in research design, analytics and measurement, experience framing, qual and quant sense making and interpretation of results to provide insights that inform key business decisions using storytelling techniques.
Earn and maintain trust of business stakeholders to influence and shape decision-making by combining relevant and timely client research with analysis of business implications.
Present compelling insights and recommendations at enterprise scale
Be responsive to business needs while advocating for client needs.
Direct, plan, and synthesize experience research, drawing on mixed-methods such as: in-person lab studies, ethnographic field studies, remote testing, contextual inquiry sessions, surveys, trend scans, heuristic evaluations, and other approaches based on need.
Manage the research pipeline, drive research activities with designers, and play an advisor and strategic consultant role to empower stakeholders with actionable insights that guide and inspire the solution space. Advocate for research and overall client experience.
Educational Requirements
University (Degree) Preferred
Work Experience
8+ Years Required; 10+ Years Preferred
Career Level10PLRequired:
8+ years of experience leading and building research/project teams
Preferred:
10+ years of experience leading and building research/project teams
Graduate or Advanced degree
Track record of high impact research delivery across strategy, brand, customer experience and measurement
Ability to work across qualitative and quantitative methods to tell holistic story about client experience
Demonstrated experience working with cross-functional teams
Demonstratable skills at framing and visualizing data into story-telling
Excellent analytical, problem-solving, planning, organizational and project management skills
Excellent interpersonal, communication and presentation skills
Anticipated Posting End Date:2024-04-10Base Pay Range: $150,500/yr. - $206,400/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).Company OverviewTIAA 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 RewardsThe 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 (https://www.tiaa.org/public/pdf/benefits-at-a-glance.pdf) .Equal OpportunityWe 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 (https://www.dol.gov/general/topics/posters) .Accessibility SupportTIAA 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) 842-2755Email: accessibility.support@tiaa.orgPrivacy NoticesFor Applicants of TIAA, Nuveen and Affiliates residing in US (other than California), click here (https://www.tiaa.org/public/tiaa-nuveen-privacy) .For Applicants of TIAA, Nuveen and Affiliates residing in California, please click here (https://www.tiaa.org/public/tiaa-nuveen-ca-privacy) .For Applicants of Nuveen residing in Europe and APAC, please click here (https://www.tiaa.org/public/nuveen-eu-uk-privacy) .For Applicants of Greenwood residing in Brazil (English), click here (https://www.tiaa.org/public/support/privacy/applicants-greenwood-privacy) .For Applicants of Greenwood residing in Brazil (Portuguese), click here (https://www.tiaa.org/public/support/privacy/applicants-greenwood-portuguese-privacy) .For Applicants of Westchester residing in Brazil (English), click here (https://www.tiaa.org/public/support/privacy/applicants-westchester-privacy) .For Applicants of Westchester residing in Brazil (Portuguese), click here (https://www.tiaa.org/public/support/privacy/applicants-westchester-portuguese-privacy) .
