Boston, Massachusetts

Customer Experience Sr Specialist
The Customer Experience Sr Specialist role designs effective customer experience strategies using time-tested approaches grounded in customer insights. This role implements effective CX solutions to address clients' business problems and needs while aligning with company's strategies and business goals.

Key Responsibilities and Duties
  • Conceptualizes digital experiences through sketching, storyboarding, information modeling, and other methods to relentlessly advocate for the customer and inspire others to push the boundaries of what’s possible for compelling experiences that deliver on TIAA’s vision of caring for our customers’ finances up to and through retirement.
  • Collaborating internally and with participants and clients to understand and assess customer and business requirements, using an omni-channel approach to ensure consistent experiences across multiple channels and devices.
  • Monitoring and reviewing the processes and procedures of organizational CX transformation projects.
  • Lead brainstorm sessions and collaborate with business owners, product managers, UX designers, developers, content strategists, and other stakeholders to determine user interface needs.
  • Developing CX briefs and design concepts based on the needs of all users (customers, engineering teams, product teams).
  • Working closely with product managers to understand product features and functions and develop future state designs that map to the overall product strategy.
Educational Requirements
  • University (Degree) Preferred
Work Experience
  • 5+ Years Required; 7+ Years Preferred
Physical Requirements
  • Physical Requirements: Sedentary Work

Career Level


  • 5+ years of experience as a CX Strategist/Analyst, Information Architect, Interaction Designer, User Experience Designer, or similar role
  • Experience with multi-device design and responsive design
  • Experience with design software Sketch or other related


  • 7+ years of experience as a CX Strategist/Analyst, Information Architect, Interaction Designer, User Experience Designer, or similar role
  • A passion for being the voice of the user and a proven track-record building user-centric solutions
  • Strong verbal and visual communication, written communication, interpersonal and presentation skills
  • Experience with Adobe Creative Suite, and Invision
  • Experience with agile methodologies
  • Financial services experience preferred

Potential Salary: $130,200.00 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). 


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


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.

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For Applicants of Westchester residing in Brazil (Portuguese), click here. 

Boston, Massachusetts

Build a career that makes an impact!

From retirement, to asset management, to banking, we have opportunities for you. At TIAA, you’ll do meaningful work helping clients pursue financial well-being. Here, your voice is heard and your ideas are welcome.

Passion for life, meet money for life!

Helping those who help others find confidence in retirement is our mission. Founded 100+ years ago to help teachers retire with dignity, our reach now extends well beyond education. We stand hand-in-hand with 5M+ clients to help fortify their money and ignite their dreams.

At TIAA, we know our people make the difference for our customers. That’s why we offer diverse career opportunities and rich programs and benefits to support their professional and personal needs.

We here at TIAA support our Veterans, and Veteran Spouses by providing a business resource group dedicated specifically for Active Military, Veterans, and their families!


Join a winning team that has been awarded for:

  • Top 50 Companies for Diversity 2020
  • Worlds Most Ethical Companies 2021
  • Best Companies for Latinas 2019
  • 100 Best Companies for Working Mothers 2019
  • Forbes Best Companies for Women 2018



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