Sr. Director, CX Experience Strategy & Analysis

CX Experience Strategy & Analysis

The position reports to the SMD, Head of Client Experience Transformation & Innovation Practices, and provides strong partnership in the realization of enterprise transformation anchored to customer obsession and voice of customer insights. The position will help define best in class strategies and practices for elevating and transforming enterprise customer centricity, with a key focus in the operationalization of customer obsession tools and methodologies across the enterprise.

Key Responsibilities and Duties

• Scale Quantitative methods for drivers and pain points• Identify CX drivers of NPS within E2E journeys• Introduce CX analytics to identify pain points within the customer journeys• Evolve segmentation to be experience driven• Establish and support best practices to identify customer problems and root causes• Develop E2E CX success metrics
• Continuously Connect Associates to Client Problems• Oversee Client Health metrics and business integration• Manage centralized analysis practice to provide insights and next best action based on relationship, journey and transactional VOC• Establish more frequent and ongoing opportunities to hear from our clients
• Lead and Build Operational Efficiencies and Partnerships• Push forward an approach and operating rhythm to create ongoing customer empathy and immersion cadence across both D&CX and enterprise • Incorporate text analytics capabilities across all VoC channels• Lead and enhance the practice of continuous VoC Story telling• Syndicated synthesis
• Inspire and Lead Customer Centric Culture• Lead the Customer Centricity Guild and Communities• Lead enterprise-wide customer centric working teams• Develop and deploy a plan to operationalize adoption of customer obsession tools and methodologies• Provide expertise on how to operationalize and deliver a best-in-class target state customer obsession functions and capabilities model

Educational Requirements

• University (Degree) Preferred

Work Experience

• 8+ Years Required; 10+ Years Preferred

Career Level

10PL

Preferred Experience & Qualifications • Strong background and demonstrated experience in research analytics, consulting, and / or customer experience in corporate environment• Bachelor's Degree or relevant discipline required• Demonstrated background in the planning, development, and execution of new project ideas and large-scale initiatives • Experience managing strategic ideation through execution and adoption• Strong ability to build strong cross-functional relationships and influence in a matrixed environment• Successful track record as a transformational change agent in a large and complex environment• Ability to communicate and present a compelling vision, inspiring others to deliver on new some ambitious initiatives • Champions a culture of high standards, pushes for progress, embraces change and challenges the status quo

Related Skills

Base Pay Range: $183,800/yr. - $306,300/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: [email protected]

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