Director, Experience Product Management - Digital & CX

Experience Product Management

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

Key Responsibilities and Duties

• Leads the experience product management lifecycle for assigned platforms/channels within specific client journeys.
• Drives feature/capability roadmap assessment and development across assigned areas/channels to deliver customer and business outcomes.
• Collaborates with product managers, technology, design, and other teams to identify, prioritize, design, and deliver key solutions.
• Defines and reviews key performance indicators (KPIs) to evaluate impact and effectiveness of solutions.

Educational Requirements

• University (Degree) Preferred

Work Experience

• 5+ Years Required; 7+ Years Preferred

Physical Requirements

• Physical Requirements: Sedentary Work

Career Level

9IC

• Ensures strategic success of digital products by monitoring business performance measures (KPI's) for one or more customer services and establishes clear goals and priorities, and drives continuous improvements including engagement, channel optimization and usage
• Monitors health of digital services and identifies and prioritizes delivery of continuous improvements by reviewing daily customer usage metrics and trends (Digitization, Completion Rates, Abandonment, etc.) and providing insights for continuous improvement opportunities for digital self-service applications.
• Manages overall project planning and adoption process for new features and initiatives for designated service lines.
• Identifies customer needs, experience maps, requirements (stories), and adoption tactics to maximize usage.
• Serves as lead contact and knowledge expert with assigned services and maintains thorough knowledge of competitive environment, customer needs and digital usage trends.
• Conduct product discovery to identify design system needs and opportunities across global product set.
• Gather requirements across multiple product development teams and stakeholders to determine overall priority for development.
• Act as an internal evangelist for the design system to drive adoption and implementation, guiding and educating product development teams on their use of the system
• Work with design and engineering to build and maintain a set of common components used by a number of high-visibility client facing and internal associate facing digital products.
• Create a naming and tokenization strategy for the available common components to be utilized by engineering and design teams across the organization.
• Develop strategy/roadmap and drive implementation of design system and its use in designing a simple experience through collaboration with engineering and design teams.
• Create value driven product story and requirements documentation, driven by data and usability insights, with input from internal stakeholders and at times external clients.
• Collaborate with all the experience product teams, tech and non-tech to ensure design and product architecture standards are aligned and implemented.

Required qualifications:

• Product management experience
• Cross functional partnership experience preferably with IT and design teams

Preferred Qualifications:

• Agile methodologies
• Knowledge or experience with identifying customer needs, experience maps, requirements, and adoption tactics

#LI-DV1

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).

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: [email protected]

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