Director, Product Management - Digital & Customer Experience

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

• Proven experience in product management, including defining product strategy, creating roadmaps, and managing product lifecycles
• Ability to translate customer needs and market trends into product requirements and features
• Strong leadership and data driven analytics skills, including prioritization, planning, and cross-functional collaboration
• Experience in conducting market research, competitive analysis, and user testing to inform product decisions
• Strong data driven analytics skills, including prioritization, planning, and cross-functional collaboration

Job Specific Preferred Skills:

• Owns Product strategy and roadmap for Search and ChatBot experience.
• Skilled and experiences in conducting and facilitating PI planning, Backlog refinement, daily standups, sprint demos, design reviews and retros.
• A customer and search engine obsession with a passion for everything related to technology, and AI, NLP, LLM driven innovation to build great experiences for the customers.
• Prior experience in shipping Search or Chat products/capabilities to market.

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

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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