Experience Product Management
Defines and implements solutions for key experiences/channels within specific client journeys.

Key Responsibilities and Duties

• Define and review key performance indicators (KPIs) to evaluate impact and effectiveness of solutions.
• Lead the Experience product management lifecycle for assigned platforms/channels within specific client journey. Understand and represent user needs.
• Collaborate with Product Managers, Technology, Design, and other teams to identify, prioritize, design, and deliver key solutions.
• Champion Voice of Customer activities including co-creation sessions, primary research, persona and empathy development, journey mapping etc.
• Partner with the cross-functional leadership team to help define the roadmap priorities and ensure that it remains aligned with the broader strategy and priorities.
• Drive feature/capability roadmap assessment and development across assigned areas/channels to deliver customer and business outcomes.
• Foster innovation, collaboration, leverage new technologies and champion measurable impactful change to build TIAA's customer experience brand through internal and external initiatives.

Educational Requirements

• University (Degree) Preferred

Work Experience

• 5+ Years Required; 7+ Years Preferred

Physical Requirements

• Physical Requirements: Sedentary Work

Career Level
9IC

Summary:

• Establish and manage strategic direction for key client journeys, including portfolio vision, customer needs, multi-year roadmap, strategic themes, portfolio backlog, target experience maps, and Key Performance Indicators (KPIs). Ensure alignment with TIAA business priorities and overall strategy.\Leverage expertise and technical experience in Design Thinking, Agile development and deployment and advanced data analytics to directly inform product discovery and experience roadmaps.
• Champion voice of customer activities including co-creation sessions, primary research, persona and empathy development and journey mapping. Partner with customer experience and creative leads in design thinking practices to guide design of signature end-to-end experiences and memorable moments for customers.
• Monitor external best-in-class experiences and trends within and outside of Financial Services industry to anticipate customer expectations, needs and impacts across our digital experiences.

Required Qualifications:

• 5+ years of CX or digital leadership experience in financial services or related industry.

Preferred Qualifications:

• 7+ years of CX or digital leadership experience in financial services or related industry.
• Bachelor’s Degree and/or Master’s Degree in relevant field of study.
• Experience driving CX improvements by focusing on customer problems, metrics, analytics and insight.
• Robust experience with retirement services, investment and/or insurance products.
• Expert level understanding of CX, digital, social and emerging tech trends.
• Ability to build strong relationships with stakeholders, team members and clients.
• Proven ability to execute in scaled agile environment.
• CX or Digital Transformation experience.

Related Skills

Analytical Skills, Collaboration, Continuous Improvement Mindset, Customer Engagement, Data-Based Decision Making, Influence, Innovation, Problem Solving, Product Design, Product Management, Product Performance/Improvement Monitoring, Relationship Management, Story Telling

Anticipated Posting End Date:

2024-01-31

Base Pay Range: $135,300/yr. - $225,500/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).

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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.

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: accessibility.support@tiaa.org

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