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TIAA CW Customer Experience Operations Manager in Boston, Massachusetts

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 is located onsite at our TIAA office in Virtual, NC, USA but will currently be remote.

The anticipated term of this engagement will be 10 months. This term could be extended based on company business needs.

CW-Information Systems Analyst III

The Info Systems Analyst designs information systems that are appropriate for users' needs and consistent with the overall design of the organization's information systems architecture. Under limited supervision, this job is responsible for the installation, configuration and maintenance of the organization's operating systems.

Key Responsibilities and Duties

  • Formulates system scope through research and fact-finding to develop or modify moderately complex information systems.

  • Formulating and defining the system scope and objectives, based on user needs and business processes.

  • Evaluates and implements changes to existing system logic difficulties and documentation as necessary.

  • Directing business process improvement projects for internal business groups, aiming to improve business results.

  • Reviews flow charts, models, and procedures and feasibility studies to design possible system solutions.

  • Identifying and documenting all system constraints, implications and consequences of various proposed system changes.

  • Reviews technical documentation to guide system users and to assist with the ongoing operation, maintenance, and development of the system.

  • Providing recommendations for addressing and resolving business issues, for a specific business group.

  • Collaborates with system analysts, engineers, and programmers to design systems and to determine project limitations and capabilities, performance requirements, systems performance standards, and interfaces.

  • Identifies and documents all system constraints, implications and consequences of various proposed system changes.

  • Educates end users on system designs and functionalities through creation of training materials and conducting demos.

  • Evaluates the efficiency and effectiveness of application operations and troubleshooting problems.

Educational Requirements

  • University (Degree) Preferred

Work Experience

  • 3+ Years Required; 5+ Years Preferred

Physical Requirements

  • Physical Requirements: Sedentary Work

Career Level

7IC

The Customer Experience group at TIAA is growing both in size and in engagements across the company. We’re looking to add a CX Operations Manager, who will play an important role in supporting and coordinating team processes and deliverables.

The CX Operations Manager will support teammates and their respective disciplines which include Research & Testing, CX strategy, VOC & Experience Metrics, and Design System. This role will continue to steer the team towards more efficient processes, support delivery of CX outputs, and lead coordination of standing CX-lead ceremonies such as Design Crit and CX Monthly Report Out.

Responsibilities

  • Support the management of CX engagements- tracking resources, bandwidth, timelines, stakeholder lists, project delivery and status

  • Support the delivery of key CX team deliverables including CX strategy presentations, Design System backlog management, and status updates and reporting

  • Develop scalable and efficient processes and workflows to accommodate CX team deliverables across disciplines

  • Oversee management and curation of team collaboration and archiving spaces, including Confluence, Miro, etc.

  • Manage administrative tasks including research POs, distribution list management, scheduling, status reporting, etc

  • Ongoing coordination of standing CX ceremonies: Design Crit, Monthly CX Update, etc

Required skills:

  • 4+ years’ experience working within CX, UX or Product Design teams

  • 3+ years’ experience using advanced project management skills - plan, organize, monitor, and control projects, ensuring efficient utilization of resources, to achieve project objectives.

  • Strong partnership skills and ability to represent the Customer Experience team effectively, through communicating our mission, core function and engagement standards

  • Knowledge of effective influencing tactics and strategies; ability to impact decisions within and outside own organization

  • Possess a deep understanding of design operations across a complex design organization

  • Strong written and verbal communication skills, necessary

Start Date: 07-Feb-2022

End Date: 30-Dec-2022

Travel Required: No

Potential Salary:

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.


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.

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 (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 residents of the EU / UK, please click here (https://www.tiaa.org/public/nuveen-eu-uk-privacy) to access the EU / UK Pre-employment Notice.

For all other residents, click here (http://www.tiaa.org/public/tiaa-nuveen-privacy) to access the Applicant Privacy Notice.

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