Sr Lead Transformation & Innovation Practices
The Senior Lead Transformation & Innovation Practices reports to the Sr. Director, 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

• Manage and direct all aspects of the end-to-end journey process
• Facilitate agile culture and practices
• Enable enterprise partnerships & connectivity (Innovation, Experimentation, IT, etc
• Partner to define CX journey goals and success metrics
• Socialize and help teams to leverage customer insights to inform journey strategy and prioritization
• Support journey teams in creation of current state and future state vision for E2E journey
• Evolve journey team structure to optimize roles & responsibilities while educating, socializing and demonstrating best practices
• Develop prioritization frameworks for E2E concepts
• Model and coach to help develop high performing journey teams
• Lead with enablement partners on training and change management efforts to drive change
• Implement tools and capabilities to enable cross functional ways of working and identify evolutions in the practice areas to innovate and modernize
• Stay abreast of industry trends and best practices related to customer journey optimization and leverage this knowledge to drive innovation and improvement

Educational Requirements

• University (Degree) Preferred

Work Experience

• 5+ Years Required; 7+ Years Preferred

Physical Requirements

• Physical Requirements: Sedentary Work

Career Level
9IC

Key Areas of Focus

• Detail oriented and capable of working in a fast paced dynamic environment
• Collaborative mindset with the ability to work effectively with cross-functional teams and executive stakeholders
• Passion for innovation, keeping with industry trends and the ability to bring new ideas to the table

• Change Management: Draw on experience using change management concepts and tools to ensure buy-in and support for transformation initiatives
• Facilitate Training and Workshops: Design and deliver training sessions, workshops, and interactive sessions to educate individuals and teams on agile working principles
• Empower Journey Teams: Identify and address delivery hurdles suggesting workarounds or process improvements
• Continuous Improvement: Foster a culture of continuous improvement by encouraging experimentation, learning, and adapting agile practices based on feedback and insights

Skills & experience we’re looking for:

• Proven track record of leading/supporting successful transformations within enterprise organizations
• Familiarity working with cross-functional partnerships, preferably across design, product and engineering disciplines
• Ability to design and deliver artifacts, templates, training programs, workshops, and interactive sessions to continue strengthening journey team acumen
• Extensive experience leveraging VoC, qual/quant research inputs and data/analytics to ensure “the customer” remains at the forefront of team strategies and solutions
• Strong coaching and facilitation skills, with the ability to effectively guide and mentor individuals, teams, and stakeholders
• Excellent communication and interpersonal skills, with the ability to influence and build cross-functional partnerships

Related Skills

Accountability, Adaptability, Collaboration, Communication, Consultative Communication, Continuous Improvement Mindset, Creative Thinking, Critical Thinking, Innovation, Prototyping, Relationship Management, Test & Learn Mentality, User Experience Design

Anticipated Posting End Date:

2024-01-03

Base Pay Range: $160,000/yr. - $209,100/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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