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 we're a market-leading retirement company fueled by world-class asset management. But we're not just another legacy financial services firm. We're 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 create lasting impact. Here, every associate can grow through meaningful learning experiences and development pathways-because when our people succeed, our impact on clients' lives grows stronger.

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 .

Equal Opportunity

We are an Equal Opportunity Employer. TIAA does not discriminate against any candidate or employee on the basis of age, race, color, national origin, sex, religion, veteran status, disability, sexual orientation, gender identity, or any other legally protected status.

Our full EEO & Non-Discrimination statement is on our , and you can read more about your rights and view government notices .

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:

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Drug and Smoking Policy

TIAA maintains a drug-free and smoke/free workplace.

Privacy Notices

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