Senior CX Researcher Position Available In Wake, North Carolina

This is a Non-Employee Contingent Worker Role providing services for TIAA’s family of companies and will be employed by TIAA’s preferred 3rd Party Supplier. As a Non-Employee CW, perform a variety of moderately complex business planning, support, and project-related duties. Demonstrates an exceptional standard of quality and holds themselves accountable to achieving excellent results. This role will sit onsite, likely in a hybrid capacity, at the location(s) listed in this posting. The anticipated term of this engagement will be 11 months. This term could be extended based on company business needs.

• UX Specialist II
• The UX Specialist II role collaborates with UX, product and technology partners to fully understand the customer journey, potential gaps, and opportunities according to their discipline in each user experience. This role builds and develops the UX team’s knowledge and skill set and best practices.
• Educational Requirements
• + University (Degree) Preferred
• Work Experience
• + 5+ Years Required; 7+ Years Preferred
• Physical Requirements
• +

Physical Requirements:

Sedentary Work

• Career Level
• 8IC

• Senior Manager:

  Senior Researcher

• 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 UX Senior Specialist to join our team. As a UX Senior Specialist, you will utilize usability tools and qualitative research methods to provide actionable insights that drive future design improvements. You will work to improve the usability, usefulness, and desirability of web sites and applications in collaboration with requirements, fellow researchers, designers, content specialists and front-end developers.

• Responsibilities
• + Use a variety of remote and face-to-face research methods, such as moderated and un-moderated testing, benchmarking, card sorting, interviews, and surveys – and recommend the right methods for each teams’ needs.

+ Work collaboratively with the designers, product and marketing managers, data analysts and engineering teams responsible for the TIAA experience, so they can make confident, informed choices about design strategy with data-backed insights and recommendations. + Evaluate, learn and evangelize new methods to team members + Operate in a highly dynamic environment, navigate ambiguity and tackle complex problems + Can clearly define and passionately advocate for customer needs + Review, analyze and produce key highlights and detailed analysis of user testing sessions, surveys, competitive research, Voice-of-Customer (VOC) data, analytics + Write, launch and analyze surveys and remote, unmoderated user testing + Review, index, analyze and reorganize previous user research + Review, select and present representative video clips of recorded user sessions + Excellent storytelling capabilities and communications skills

• Required Skills
• + 5 years of professional experience in product research and usability research, preferably supporting a design team for a commercial B2B, B2C, SaaS or mobile product experience.

+ A human-centric approach to research, and the ability to be highly organized, creative and empathetic. + Solid organization, project management and planning skills + Proven ability and desire to work effectively as a member of a team + Ability to quickly learn and adapt in a fast-paced, highly interactive environment + Strong written, visual and verbal communication skills that let you illustrate and share study plans, findings and insights creatively and persuasively. + The flexibility to meet remotely with teammates and customers in different time zones, and occasionally travel to meet them in person.

• Key Software Competencies
• + UserTesting.

com/UserZoom.com + Confluence + Zoom + Qualtrics + Optimal Workshop + Adobe Analytics + Invision, Figma + Microsoft Powerpoint, Sharepoint, Word, etc.

Start Date:

01-Jul-2025

End Date:

30-Jun-2026

Travel Required:

Yes

• Anticipated Posting End Date:

• 2025-05-09

Base Pay Range:

$45.96/hr. – $72.12/hr. 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. _____________________________________________________________________________________________________

• 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. Read more about your rights and view government notices here (https://www.dol.gov/general/topics/posters) .
• 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

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• For 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 TIAA Global Capabilities, click here (https://www.tiaa.org/public/support/privacy/tiaa-global-capabilities-privacy-notice) . For Applicants of Nuveen residing in Europe and APAC, please click here (https://www.tiaa.org/public/nuveen-eu-uk-privacy) . 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 (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 TIAA Global Capabilities, click here (https://www.tiaa.org/public/support/privacy/tiaa-global-capabilities-privacy-notice) . + For Applicants of Nuveen residing in Europe and APAC, please click here (https://www.tiaa.org/public/nuveen-eu-uk-privacy) .

• 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.

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