Director, B2C UX Research

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 Director of UX Research to lead a team of researchers. Our work ranges from generative to evaluative and ethnography to usability. We are looking for an expert user experience researcher leader with a range of skills in qualitative and quantitative research methods. You will have a real passion for human-centered design, uncovering user needs, effectively communicating research insights, and collaborating with designers, developers, data scientists, content strategists, and others to craft superior experiences for TIAA customers. Key Responsibilities and Duties Managing researchers and strategists from a diverse spectrum of skills and career paths. Collaborating with senior UXR and Design leadership to define and support the team mission and goals while supporting the mentoring and development of direct reports. Direct, plan, and execute experience research, including methods such as: in-person lab studies, ethnographic field studies, remote testing, contextual inquiry sessions, surveys, heuristic evaluations, and other approaches based on need. Command of a variety of research and experience strategy methodologies including stakeholder interviews, ethnographic interviews, ethnography, co-design, contextual inquiry, diary studies, qualitative and quantitative concept testing, benchmarking, usability, persona/profile development and other appropriate qualitative and quantitative research techniques. Manage the research pipeline, drive research activities with designers, and play an advisor and strategic consultant empowering the designers with actionable insights that guide and inspire the solution space. Demonstrate a higher than usual degree of user empathy and will be able to tell a compelling story about the motivations and intentions of our users, inspiring all stakeholders towards "Aha!" moments. Present research findings using advanced storytelling techniques so that it is easy to grasp and easily actionable for the audience, from the most junior UX designer to the most senior individuals. Coordinating with Design, UX Research Operations and Product Peers to envision and prioritize work. Create fun and engaging ways to bring your team together. Educational Requirements University (Degree) Preferred Work Experience 5 Years Required; 7 Years Preferred Career Level 9PL ** Travel may be required based on business needs. Required qualification: 5 or more years of professional experience in design research and/or usability research, preferably supporting a design team for a commercial B2B, B2C, SaaS or mobile product experience. Preferred Qualifications: Proven experience as a collaborator, connector and relationship-builder A human-centric approach to research, and the ability to be highly organized, creative and empathetic. Solid organization, project management and planning skills with web application implementations Proven ability and desire to work effectively as a member and leader of a team Entrepreneurial spirit combined with corporate know-how Strong written, visual and verbal communication skills that let you illustrate and share study plans, findings and insights creatively and persuasively. Key software competencies: UserTesting.com/UserZoom.com, Confluence, Zoom, Qualtrics, Optimal Workshop, Adobe Analytics, Invision, Figma, Microsoft PowerPoint, SharePoint, Word, etc. #LI-DV1 Related Skills Accountability, Adaptability, Collaboration, Communication, Consultative Communication, Continuous Improvement Mindset, Creative Thinking, Critical Thinking, Innovation, Prototyping, Relationship Management, Test & Learn Mentality, User Experience Design Base Pay Range: $111,600/yr. - $153,800/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 Overview TIAA 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 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 Benefits Summary. Equal Opportunity We 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. 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: Phone: (800) 842-2755 Email: accessibility.support@tiaa.org Privacy Notices For Applicants of TIAA, Nuveen and Affiliates residing in US (other than California), click here. For Applicants of TIAA, Nuveen and Affiliates residing in California, please click here. For Applicants of Nuveen residing in Europe and APAC, please click here. For Applicants of Greenwood residing in Brazil (English), click here. For Applicants of Greenwood residing in Brazil (Portuguese), click here. For Applicants of Westchester residing in Brazil (English), click here. For Applicants of Westchester residing in Brazil (Portuguese), click here. TIAA started out over 100 years ago to help ensure teachers could retire with dignity. Today, many people who work at not-for-profits rely on our wide range of financial products and services to support and strengthen their financial well-being. Privacy Notices For Applicants of TIAA, Nuveen and Affiliates residing in US (other than California), click here. For Applicants of TIAA, Nuveen and Affiliates residing in California, please click here. For Applicants of Nuveen residing in Europe and APAC, please click here. For Applicants of Greenwood residing in Brazil (English), click here. For Applicants of Greenwood residing in Brazil (Portuguese), click here. For Applicants of Westchester residing in Brazil (English), click here. For Applicants of Westchester residing in Brazil (Portuguese), click here. Nondiscrimination & Equal Opportunity Employment TIAA is committed to providing equal opportunity across all employment practices and we believe our employees have a right to a diverse and inclusive workplace. EEO is the Law Pay Transparency Philadelphia Ban the Box

Salary : $111,600 - $153,800