UX Specialist II

📍 Job Overview

Job Title: UX Specialist II

Company: TIAA

Location: Texas - Virtual, United States of America

Job Type: Full time, Contingent Worker

Category: User Experience (UX) / Design Operations

Date Posted: August 31, 2026

Experience Level: 5-10 Years

Remote Status: Hybrid (with potential for onsite presence)

🚀 Role Summary

• Focus on Customer Journey Optimization: This role is central to understanding and enhancing the end-to-end customer journey by collaborating with UX, product, and technology teams.

• Driving UX Best Practices: A key responsibility involves building and elevating the UX team's collective knowledge, skill sets, and adherence to industry best practices.

• Project Support and Business Planning: The position requires performing moderately complex business planning and project support duties, ensuring strategic alignment and efficient execution.

• Quality and Accountability: Demonstrates an exceptional standard of quality, holding oneself accountable for achieving excellent results and driving process improvements.

📝 Enhancement Note: This role is classified as a Non-Employee Contingent Worker, engaged through a third-party supplier for a defined term (initially 6 months, extendable). While the location is listed as 'Virtual' in Texas, the description explicitly states the role will sit onsite, likely in a hybrid capacity, indicating a need for local presence within Texas. The emphasis on collaboration and skill development suggests a strong focus on team enablement and process standardization within the UX discipline.

📈 Primary Responsibilities

• Collaborate closely with UX designers, product managers, and technology partners to gain a comprehensive understanding of the customer journey.

• Identify potential gaps, pain points, and opportunities for enhancement within user experiences across various touchpoints.

• Contribute to the development and dissemination of UX best practices, guidelines, and standards across the team.

• Build and foster the UX team's knowledge base and skill sets through training, mentorship, and knowledge-sharing initiatives.

• Perform moderately complex business planning activities to support UX initiatives and strategic objectives.

• Provide dedicated project support, ensuring timely and effective execution of UX-related projects.

• Uphold and champion exceptional standards of quality in all aspects of UX design and delivery.

• Hold oneself accountable for achieving measurable and impactful results that enhance user satisfaction and business outcomes.

• Facilitate cross-functional communication and collaboration to ensure seamless integration of UX insights into product development.

• Contribute to the continuous improvement of UX processes, tools, and methodologies.

📝 Enhancement Note: The responsibilities highlight a blend of strategic analysis (customer journey, opportunities) and tactical execution (project support, best practice development). The "Non-Employee Contingent Worker" status suggests a focus on delivering specific project outcomes and potentially specialized expertise for a defined period, rather than long-term strategic integration into permanent teams.

🎓 Skills & Qualifications

Education: University (Degree) Preferred

Experience: 5+ Years Required; 7+ Years Preferred

Required Skills:

• User Experience (UX) Principles: Deep understanding of UX design methodologies, user-centered design principles, and human-computer interaction.

• Customer Journey Mapping: Proven ability to map, analyze, and interpret complex customer journeys to identify friction points and areas for improvement.

• Business Planning: Experience in developing and executing moderately complex business plans, including strategic alignment and resource consideration.

• Project Support & Management: Demonstrated ability to support and contribute to project lifecycles, ensuring deliverables are met on time and within scope.

• Collaboration & Stakeholder Management: Strong ability to collaborate effectively with cross-functional teams, including product, technology, and other UX specialists.

• Quality Assurance & Accountability: A commitment to delivering high-quality work and taking ownership of outcomes, with a focus on measurable results.

• Analytical Skills: Proficient in analyzing data, user feedback, and performance metrics to inform UX decisions.

• Communication Skills: Excellent verbal and written communication skills for presenting findings, recommendations, and project updates.

Preferred Skills:

• UX Design Tools: Proficiency with industry-standard UX design and prototyping tools (e.g., Figma, Sketch, Adobe XD).

• Agile Methodologies: Experience working within Agile development environments.

• User Research: Familiarity with various user research techniques and methodologies.

• Mentorship & Training: Experience in mentoring junior team members or facilitating knowledge-sharing sessions.

• Financial Services Industry: Familiarity with the financial services sector and its unique user needs.

📝 Enhancement Note: The "University (Degree) Preferred" and "5+ Years Required; 7+ Years Preferred" indicate a need for a candidate with a solid foundation in UX principles and practical experience, likely at a mid-level or senior individual contributor capacity. The emphasis on "building and developing the UX team's knowledge and skill set" suggests that candidates with some experience in mentoring or knowledge sharing will be highly valued.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Customer Journey Case Studies: Showcase detailed examples of customer journey mapping projects, highlighting the analysis, insights derived, and implemented improvements.

• Process Optimization Examples: Present documented instances where you identified inefficiencies in UX processes and implemented solutions that led to measurable improvements in speed, quality, or collaboration.

• Cross-Functional Collaboration Projects: Include examples of projects where you successfully collaborated with product and technology teams, demonstrating your ability to integrate UX insights into development workflows.

• Quality Improvement Initiatives: Provide evidence of how you have contributed to raising the quality bar for UX deliverables, perhaps through standardized templates, review processes, or best practice documentation.

Process Documentation:

• Workflow Design: Demonstrate experience in designing or refining UX workflows, from initial research and ideation through to design and handoff.

• Best Practice Implementation: Showcase how you have implemented and advocated for UX best practices within a team or organization, including documentation and training materials.

• Performance Measurement: Illustrate your ability to define and track key performance indicators (KPIs) related to UX effectiveness, user satisfaction, and process efficiency.

📝 Enhancement Note: As a UX Specialist II, the portfolio should clearly articulate the candidate's ability to not only execute UX tasks but also to contribute to the team's overall capability and process maturity. Evidence of improving existing processes and documenting best practices will be crucial.

💵 Compensation & Benefits

Salary Range: $45.96/hr - $72.12/hr

Benefits:

• Competitive Hourly Rate: As a Contingent Worker, you will receive a competitive hourly wage reflecting your experience and the specialized skills required for this role.

• Potential for Extension: The initial 6-month engagement may be extended based on business needs, offering potential for longer-term project involvement.

• Access to TIAA Systems & Resources: While a contingent worker, you will likely have access to TIAA's internal systems and project-specific resources necessary to perform your duties effectively.

• Networking Opportunities: Engage with a large, established organization and build valuable connections within the UX, product, and technology departments.

• Professional Development: Opportunity to gain experience within the financial services industry and work on complex user experience challenges.

Working Hours: Standard full-time hours are expected, likely around 40 hours per week. The role is described as hybrid, suggesting a balance between remote work and onsite presence at a TIAA facility in Texas.

📝 Enhancement Note: The salary range is provided per hour, typical for contingent worker roles. Benefits listed are inferred based on the nature of contingent employment and the context of working for a large corporation like TIAA. Specific benefits typically provided by the third-party supplier would need to be confirmed directly with them. The role is designated as full-time.

🎯 Team & Company Context

🏢 Company Culture

Industry: Financial Services, Investment Management, Retirement Services. TIAA is a Fortune 100 financial services organization committed to helping clients secure their financial future.

Company Size: TIAA is a large enterprise, with tens of thousands of employees globally, indicating a robust organizational structure and established processes.

Founded: TIAA was founded in 1918, signifying a long history and deep-rooted expertise in its industry.

Team Structure:

• The UX Specialist II will likely be part of a broader UX or Digital Design team, reporting to a UX Manager or Lead.

• This team collaborates extensively with Product Management, Engineering, Marketing, and other business units to deliver cohesive digital experiences.

• As a contingent worker, integration into the team will be project-focused, with clear deliverables and reporting lines established through the third-party supplier and TIAA project managers. Methodology:

• User-Centric Design: TIAA emphasizes a strong focus on understanding and serving the needs of its customers, particularly those in higher education and non-profit sectors.

• Data-Driven Decision Making: Decisions related to product development and user experience are informed by data analytics, user research, and performance metrics.

• Agile & Iterative Development: While not explicitly stated for this role, large tech-enabled organizations like TIAA often employ Agile methodologies for product development, requiring flexibility and iterative improvements.

• Emphasis on Quality & Risk Management: Given the financial services industry, there is a significant focus on quality, security, and regulatory compliance in all processes and deliverables.

Company Website: https://www.tiaa.org/

📝 Enhancement Note: Understanding TIAA's position as a major player in the financial services sector is key. The culture likely values stability, security, and customer well-being. For a UX Specialist, this translates to a need for thoroughness, attention to detail, and a user-centric approach that respects the sensitive nature of financial planning.

📈 Career & Growth Analysis

Operations Career Level: This role is designated as "Career Level 8IC" (Individual Contributor). This level typically signifies an experienced professional who can work independently, handle complex tasks, and contribute significantly to team objectives without direct management oversight. For a UX Specialist, this means having a strong command of UX principles and practices, with the ability to guide projects and mentor others.

Reporting Structure: As a Contingent Worker, the reporting structure will involve a liaison with the third-party supplier for HR and administrative matters, while day-to-day work direction, task assignment, and performance feedback will come from TIAA project managers or UX leads.

Operations Impact: The UX Specialist II directly impacts TIAA's customer engagement and satisfaction by ensuring digital products and services are intuitive, efficient, and meet user needs. This role contributes to customer retention, acquisition, and overall brand perception by creating positive and seamless user experiences. Strong UX can also lead to reduced support costs and increased adoption of digital tools.

Growth Opportunities:

• Skill Specialization: Opportunity to deepen expertise in specific areas of UX, such as user research, interaction design, or information architecture within the financial services domain.

• Cross-Functional Exposure: Gain exposure to various product lines and business units within TIAA, broadening understanding of the financial services landscape.

• Project Leadership: Potentially lead smaller UX initiatives or contribute significantly to larger, more complex projects, demonstrating project management and leadership capabilities.

• Industry Insight: Develop a nuanced understanding of user needs and regulatory considerations specific to the financial services industry.

• Networking: Build professional connections within a large, reputable financial institution, which can be valuable for future career opportunities.

📝 Enhancement Note: While this is a contingent role with a defined term, the "Career Level 8IC" designation indicates a significant level of responsibility and expects a high degree of autonomy and expertise. Growth here is more about deepening specialized skills and gaining project experience rather than climbing a traditional corporate ladder within TIAA during this engagement.

🌐 Work Environment

Office Type: Hybrid. The role is listed as "Texas - Virtual" but the description clarifies it will sit onsite, likely in a hybrid capacity. This suggests a modern office environment that supports both in-office collaboration and remote flexibility.

Office Location(s): While specific office locations within Texas are not detailed, candidates should be prepared for a hybrid arrangement that requires presence at a TIAA facility in Texas. Travel is also indicated as required.

Workspace Context:

• Collaborative Spaces: Expect access to meeting rooms, collaborative work areas, and potentially quiet zones for focused work, supporting interaction with UX, product, and technology teams.

• Technology Access: Provision of necessary hardware, software, and access to TIAA's digital tools and platforms to perform UX design, research, and project management tasks.

• Team Integration: Opportunities to participate in team meetings, design critiques, and project reviews, fostering a sense of belonging and collaborative spirit despite being a contingent worker.

Work Schedule: The role is full-time, typically 40 hours per week. The hybrid nature suggests flexibility in structuring workdays, balancing remote productivity with in-office collaboration and meetings. Specific work hours may be determined by team needs and project deadlines.

📝 Enhancement Note: The "Texas - Virtual" designation combined with "hybrid capacity" and "travel required" creates a nuanced work environment. Candidates must be comfortable with a hybrid setup and potential travel, even if their primary work location is remote-based within Texas.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: Likely conducted by the third-party supplier to assess basic qualifications and fit for contingent work.

• Hiring Manager/Team Interview: A more in-depth interview with TIAA's UX or hiring manager to evaluate UX skills, experience, problem-solving abilities, and cultural fit. This may include behavioral questions and scenario-based questions.

• Portfolio Review: A critical component where candidates present their work, demonstrating their process, impact, and ability to articulate design decisions and outcomes.

• Stakeholder/Cross-Functional Interview: Potentially an interview with key stakeholders from product or technology teams to assess collaboration skills and understanding of cross-functional dynamics.

• Final Decision: Based on overall assessment of skills, experience, portfolio, and cultural alignment.

Portfolio Review Tips:

• Curate Relevant Projects: Select 3-5 projects that best showcase your experience with customer journey mapping, process improvement, and cross-functional collaboration within a corporate or enterprise environment.

• Structure Your Case Studies: For each project, clearly outline the problem, your role and responsibilities, the process you followed (research, ideation, design, testing), the solutions you developed, and the measurable impact or outcomes.

• Highlight Your Process: Emphasize your thought process, how you approached challenges, and how you leveraged data and user insights to inform your decisions.

• Quantify Impact: Whenever possible, use metrics and data to demonstrate the success of your work (e.g., improved conversion rates, reduced task completion times, increased user satisfaction scores).

• Prepare for Questions: Be ready to discuss your design choices, defend your decisions, and explain how you would handle specific UX challenges within the financial services context.

Challenge Preparation:

• UX Problem-Solving: Prepare to tackle hypothetical UX problems related to financial services applications or customer journeys. Focus on your structured approach to problem-solving.

• Process Improvement Scenarios: Be ready to discuss how you would approach improving a given UX process or workflow.

• Collaboration Scenarios: Anticipate questions about how you manage stakeholder expectations, resolve conflicts, and collaborate effectively with diverse teams.

📝 Enhancement Note: Given the role's focus on collaboration and process, interviewers will likely probe into how candidates work with others and improve team efficiency. The portfolio review is paramount for demonstrating practical UX skills and impact.

🛠 Tools & Technology Stack

Primary Tools:

• UX Design & Prototyping Software: Candidates should be proficient with industry-standard tools such as Figma, Sketch, Adobe XD, InVision, or similar platforms for creating wireframes, mockups, and interactive prototypes.

• Collaboration Platforms: Familiarity with tools like Jira, Confluence, Asana, or Trello for project tracking, task management, and team communication.

• Digital Whiteboarding Tools: Experience with tools like Miro or Mural for remote brainstorming, journey mapping, and collaborative design sessions.

Analytics & Reporting:

• Web Analytics Tools: Exposure to tools like Google Analytics, Adobe Analytics, or similar for tracking user behavior and website performance.

• User Feedback Platforms: Familiarity with tools for collecting and analyzing user feedback, such as surveys (e.g., SurveyMonkey, Qualtrics), usability testing platforms, or in-app feedback tools.

• Data Visualization Tools: Basic understanding of how to interpret data presented in dashboards or reports from tools like Tableau or Power BI.

CRM & Automation:

• CRM Systems: While not a primary focus, an understanding of how UX integrates with CRM systems (e.g., Salesforce) to support customer engagement is beneficial.

• Project Management Software: Proficiency in project management tools is essential for managing tasks, timelines, and deliverables.

📝 Enhancement Note: While specific tools are not listed, the role's nature implies a need for proficiency in standard UX design software, collaboration tools, and potentially analytics platforms to understand user behavior and measure impact.

👥 Team Culture & Values

Operations Values:

• Customer Centricity: A deep commitment to understanding and prioritizing the needs and experiences of TIAA's diverse customer base.

• Quality & Excellence: Upholding high standards in all deliverables, ensuring accuracy, usability, and effectiveness.

• Collaboration & Teamwork: Valuing partnerships across departments and fostering an environment where diverse perspectives contribute to better outcomes.

• Accountability & Ownership: Taking responsibility for tasks and projects, driving them to successful completion with a focus on measurable results.

• Innovation & Continuous Improvement: A mindset geared towards identifying opportunities for enhancing processes, products, and user experiences.

Collaboration Style:

• Cross-Functional Integration: The role requires seamless collaboration with product managers, engineers, researchers, and other stakeholders to ensure a unified approach to product development.

• Open Communication: Encouraging transparent and constructive feedback loops within the UX team and with partner teams.

• Process-Oriented: A focus on establishing and adhering to efficient UX processes to ensure consistency and scalability.

• Knowledge Sharing: Active participation in sharing insights, learnings, and best practices to elevate the collective expertise of the team.

📝 Enhancement Note: TIAA's culture, especially in financial services, likely emphasizes trust, reliability, and a structured approach. For UX, this translates to ensuring designs are not only user-friendly but also secure, compliant, and build customer confidence.

⚡ Challenges & Growth Opportunities

Challenges:

• Navigating a Large Enterprise: Adapting to the processes, hierarchies, and stakeholder dynamics of a large, established financial institution.

• Balancing User Needs with Business Requirements: Effectively integrating user needs with TIAA's business objectives, regulatory constraints, and technical limitations.

• Defining and Measuring UX Impact: Quantifying the value and ROI of UX initiatives within the financial services context can be challenging.

• Hybrid Work Dynamics: Successfully collaborating and maintaining team cohesion in a hybrid work environment, ensuring clear communication and engagement.

• Contingent Worker Integration: Seamlessly integrating into TIAA's workflows and culture as a temporary contributor while delivering tangible results.

Learning & Development Opportunities:

• Financial Services UX Expertise: Deepen understanding of user needs, design patterns, and regulatory considerations specific to the financial services industry.

• Large-Scale Project Experience: Gain experience working on complex, enterprise-level digital products and services.

• Cross-Disciplinary Collaboration: Enhance skills in working with diverse teams, including product, engineering, legal, and compliance.

• Process Improvement Contribution: Contribute to and learn from established processes for UX design and product development within a mature organization.

• Networking within TIAA: Build professional relationships with experienced professionals in the financial services and UX fields.

📝 Enhancement Note: The primary challenge for a contingent worker is often effective integration and delivering impact within a defined timeframe. For this role, leveraging the opportunity to learn about UX in a specialized industry like financial services is a key growth area.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you had to influence stakeholders from product or engineering to adopt a UX recommendation. What was your approach, and what was the outcome?" Preparation: Focus on your communication, persuasion, and data-driven argumentation skills. Have a specific example ready.

• "How would you approach mapping the customer journey for a complex financial product, like retirement planning or investment management?" Preparation: Outline your methodology, including research techniques, key touchpoints to consider, and how you would identify pain points and opportunities.

• "Imagine you've identified a significant UX issue in a core TIAA digital product. How would you prioritize this issue and what steps would you take to address it within a hybrid work environment?" Preparation: Showcase your problem-solving process, prioritization skills, and ability to communicate effectively in a hybrid setting. Company & Culture Questions:

• "What interests you about working for TIAA, particularly within the financial services industry?" Preparation: Research TIAA's mission, values, and recent initiatives. Connect your passion for UX to their customer-centric goals.

• "How do you ensure quality and consistency in your UX work, especially when collaborating with remote teams?" Preparation: Discuss your personal quality standards, any processes you use for self-review, and strategies for maintaining quality in a distributed team.

• "Describe your experience working as a contingent worker or on short-term projects. How do you quickly onboard and contribute value?" Preparation: Highlight your adaptability, proactive learning approach, and ability to deliver results under a deadline. Portfolio Presentation Strategy:

• Tell a Story: Structure your portfolio presentations as narratives. Start with the challenge or problem, explain your role and process, showcase your solutions, and conclude with the impact and learnings.

• Focus on Process, Not Just Polish: While polished visuals are important, interviewers want to understand how you arrived at your solutions. Be prepared to discuss your research, ideation, and decision-making process.

• Quantify Your Impact: Use metrics, data, and user feedback to demonstrate the success and value of your work. If exact metrics aren't available, explain the expected impact and how you would measure it.

• Tailor to TIAA: If possible, subtly tailor your examples or discussion points to align with the challenges and opportunities within the financial services sector.

📝 Enhancement Note: The interview will likely assess not only your UX technical skills but also your ability to integrate into a corporate environment, collaborate effectively, and demonstrate tangible value as a contingent worker.

📌 Application Steps

To apply for this operations position:

• Submit your application through the provided TIAA careers portal link.

• Curate Your Portfolio: Select 3-5 projects that best demonstrate your expertise in customer journey mapping, UX process improvement, and cross-functional collaboration. Ensure each project clearly outlines the problem, your role, your process, the solution, and the measurable impact.

• Optimize Your Resume: Highlight your 5+ years of experience, emphasizing achievements related to business planning, project support, quality standards, and collaboration with product/technology teams. Use keywords like "UX Specialist," "Customer Journey," "Business Planning," and "Process Improvement."

• Prepare Your Presentation: Practice walking through your portfolio case studies concisely, focusing on your problem-solving approach, design decisions, and the outcomes achieved. Be ready to articulate your value proposition as a contingent worker.

• Research TIAA: Understand TIAA's mission, target audience (higher education, non-profit), and the financial services industry. Consider how your UX skills can contribute to their goals, especially in areas like retirement planning and investment management.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details should be verified directly with the hiring organization or the third-party supplier before making application decisions.