CX Lead

Currently, TIAA has an opportunity for a CX Lead. This role will have responsibility for leading project teams to craft meticulous experiences grounded in customer insights; conceptualize experiences through sketching, storyboarding, information modeling and other methods; design customer journeys, create service blueprints, conduct research, facilitate ideation workshops, prototype, and test and learn.  You will relentlessly advocate for the customer and inspire others to push the boundaries of what’s possible for compelling user experiences that deliver on TIAA’s vision of caring for our customer’s finances up to and through retirement. This role can be located in Charlotte, NC or Jacksonville, FL.
 

Key Responsibilities and Duties

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• Set project design direction and be the key point of contact for business partners and design team members and management.

• Collaborate and develop strategies with cross-functional teams to define complex design systems that simplify the customer experience

• Develop CX briefs and design concepts based on business and customer requirements

• Work closely with product managers to understand product features and functions and develop future state designs that map to the overall product strategy

• Utilize an Omni-channel design approach to ensure consistent experience across multiple devices

• Develop CX process flows, sketches, scenarios, personas, wireframes and navigation models for web, desktop, and mobile applications to define functionality and user behavior.

• Lead brainstorm sessions and collaborate with Business Owners, Product Managers, UX Visual Designers, Developers, Content Strategists and other stakeholders to determine user interface needs.
   

Educational Requirements

• University (Degree) Preferred

Work Experience

• 5+ Years Required; 7+ Years Preferred

Physical Requirements

• Physical Requirements: Sedentary Work

Career Level
8PL

Qualifications:

Required:

·       Minimum of 5+ years of experience as a Sr. Information Architect or Interaction Designer or User Experience Designer or other similar role

·       5 years of research, design and product strategy experience

·       5 years’ experience producing wireframes, site outlines, process flows, and navigation models using industry standard tools such as Axure, OmniGraffle, InDesign, etc.

Preferred:

·       Bachelor’s degree in Human Factors, Interaction, Graphic or Interface Design

·       Strong organizational skills; ability to multi-task and ability to switch rapidly between different initiatives in a fast-paced environment

·       Familiarity with SAFE agile methodology

·       Experience using industry standard tools such as Illustrator, Sketch, InVision Studio, etc.

·       Experience delivering client facing presentations to either internal or external clients

Potential Salary: $150,780.00 USD

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

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.

COVID-19 Vaccination

TIAA requires all U.S. employees to be fully vaccinated against COVID-19 and provide documentation of full vaccination, unless you qualify for an accommodation as determined by TIAA consistent with applicable law.

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: [email protected]

Privacy Notices

For residents of California, please click here to access the TIAA CA Applicant Privacy Notice.

For residents of the EU / UK, please click here to access the EU / UK Pre-employment Notice.

For all other residents, click here to access the Applicant Privacy Notice.