Director, Experience Product Management

We’re seeking a Director of Experience Product Management to serve as a senior leader and strategic force within TIAA’s B2B Institutional Servicing organization. This role sits within Digital and Client Experience and provides senior‑level product leadership to plan sponsors and institutional plan consultants. You’ll work across the full scope of institutional servicing capabilities—including payroll remittance and funding, reporting, participant management, plan management, entitlements, user management, and compliance support—partnering with enterprise leaders to advance product strategy, close competitive gaps, and deliver measurable outcomes. The position shapes multi‑year roadmaps, builds executive‑level relationships, translates competitive intelligence into funded priorities, and champions a client‑first approach across every touchpoint.

Key Responsibilities and Duties

• Product Strategy & Backlog Management: Lead channel strategy definition across web, email, IVR, mobile, and other touchpoints; ensure cross‑team backlog coordination and dependency management; design and implement key solutions, including AI and automation opportunities; partner with Technology, UX Design, CX Research, and Analytics to set portfolio outcomes; develop 12‑ to 24‑month product roadmaps reflecting competitive positioning, business strategy, and client needs.
• Customer Experience & Journey Design: Ensure cohesiveness of the institutional client experience across all touchpoints; identify client needs, create experience maps, and define requirements that drive adoption, satisfaction, and measurable business outcomes; act as a change agent to improve the operating model with a client‑first vision; cultivate deep customer empathy through call listening, watch parties, Dynatrace reviews, and direct engagement with plan sponsors and consultants.
• Cross‑Functional Collaboration: Build and sustain senior‑level relationships across Retirement Solutions, Wealth, Advice, Technology, Operations, Legal, Risk, Compliance, Marketing, and the broader Digital and Engineering organization; resolve conflicts and build consensus without positional authority; collaborate with designers, content strategists, engineers, researchers, analytics professionals, operations leads, and control partners to deliver cohesive, scalable solutions; engage control partners early to balance client experience with compliance and risk.
• Performance Monitoring & Data‑Driven Decision Making: Own and drive performance against key indicators such as Customer Effort Score (CES), Net Promoter Score (NPS), and leading retention and satisfaction metrics; determine expected impacts of experience changes prior to launch; establish success metrics and analytics frameworks; leverage client research, behavioral data, and market/competitive insights to prioritize investments; build end‑to‑end business cases with ROI modeling and experimentation strategy; make evidence‑based recommendations to senior leadership.
• Go‑to‑Market & Launch Readiness: Consolidate market launches into compelling stories for stakeholders, communicating impact; work with Marketing, NCC, Retirement Solutions, and readiness partners to develop launch artifacts; monitor post‑launch results and amplify impact stories across the enterprise.
• Innovation & AI Enablement: Foster innovation and leverage emerging technologies, including AI, to advance the institutional client experience; develop a clear point of view on AI transformation opportunities (intelligent automation, machine‑learning retention signals, conversational interfaces); define required AI agents and ensure compliance and trust; use AI