Director, Experience Product Management

We need to output only HTML fragment, using

for section headings for sections present: About the role? The posting includes description paragraphs. We need to identify sections: About the role (intro), Responsibilities (Key Responsibilities and Duties), Requirements (Educational Requirements, Work Experience, Physical Requirements, Career Level, Required Qualifications, Preferred Qualifications), Skills (Related Skills), Benefits (Benefits And Total Rewards), Pay (Base Pay Range), Schedule? Not present. Also maybe "Go-to-Market & Launch Readiness", "Innovation & AI Enablement" etc are part of responsibilities. Should we create separate sections for those? The instruction: use

for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). So we should map content to those headings. Not required to include all; only if posting has real specific content. So we need sections: About the role (intro paragraph), Responsibilities (list of duties), Requirements (educational, experience, qualifications), Skills (related skills), Benefits (Benefits And Total Rewards), Pay (Base Pay Range). Possibly also "Qualifications" separate from Requirements? The examples include Qualifications as a heading. Could combine Requirements and Qualifications? But we can have both if content distinct. The posting has "Educational Requirements", "Work Experience", "Physical Requirements", "Career Level", "Required Qualifications", "Preferred Qualifications". So we could have a Requirements section covering educational, experience, physical, career level. And a Qualifications section covering required and preferred qualifications. Or we could merge. The instruction: prefer a few substantive sections over many thin ones. So maybe combine into one "Requirements" section that includes all. But they gave example headings including Qualifications separate. However we can decide to include Qualifications if there is specific content. There is required and preferred qualifications. So we could have a Qualifications section. But then Requirements could be about educational and experience. Let's decide: We'll have sections: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay. We must not repeat job title as heading. No Job ID. Remove boilerplate: company overview, culture, EEO, accessibility, etc. Also remove "Anticipated Posting End Date". Also remove "Related Skills" maybe we keep as Skills section. We need to preserve all substantive information; do not invent or summarize away detail. So we need to include details from responsibilities bullet points etc. Use

• for any list of duties/requirements/benefits. Use

  for prose. We need to extract responsibilities list: The posting has "Key Responsibilities and Duties" then several bullet-like paragraphs each starting with a bold heading? Actually they are headings like "Product Strategy & Backlog Management", "Customer Experience & Journey Design", etc. Each has multiple sentences. We should treat each as a list item? The instruction: use

  • for any list of duties/requirements/benefits. So we can make each responsibility area as a
  • containing the prose (maybe multiple sentences). Could also break into sub-items but not required. Similarly for qualifications: Required Qualifications and Preferred Qualifications each have multiple bullet-like sentences. We'll make
  • for each bullet. Skills: list of skills separated by commas. We'll make
    • each skill. Benefits: paragraph about benefits. We'll make

      . Pay: Base Pay Range sentence. We'll make

      . Now we need to strip boilerplate: company overview, culture, EEO, accessibility, etc. Also remove "Anticipated Posting End Date". Also remove "Related Skills" heading? We'll keep skills. Now produce HTML fragment. Let's craft. Section About the role: combine introductory paragraphs before "Key Responsibilities and Duties". That includes: "Director Of 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. As a director on this team, you'll bring senior-level product leadership to one of TIAA's most strategically important audiences — 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 and user management, and compliance support. You'll partner with leaders across the enterprise to advance the product strategy, close meaningful competitive gaps, and deliver experiences that drive measurable outcomes for institutional clients and the business. This is a high-impact, high-visibility role for a product leader who is ready to operate at scale. You'll shape multi-year roadmaps, build executive-level relationships, translate competitive intelligence into funded investment priorities, and champion a client-first approach across every touchpoint in the institutional servicing experience. You'll be expected to contribute not just to individual product domains, but to the overall health and direction of the institutional servicing portfolio — earning influence and expanded ownership through demonstrated results. This isn't about just managing a backlog. It's about elevating TIAA's institutional client experience to a position of competitive strength, building the organizational alignment to get there, and doing so with the rigor, credibility, and strategic clarity that institutional clients and internal partners expect." We'll put that in

      . Now Responsibilities: we need to capture each heading and its content. Let's extract: Product Strategy & Backlog Management - Lead channel strategy definition across web, email, IVR, mobile, and other touchpoints for institutional servicing capabilities - Ensure cross-team backlog coordination and dependency management, identifying and pulling in appropriate teams across audiences — including B2B2C connections — to ensure cohesive delivery - Design and implement key solutions in support of the institutional servicing product roadmap, including opportunities to leverage AI and automation - Partner with Technology, UX Design, CX Research, and Analytics to establish key outcomes for the portfolio and connect them to overall Digital and Client Experience goals - Develop 12- to 24-month product roadmaps that reflect competitive positioning, business strategy, and client need Customer Experience & Journey Design - Ensure cohesiveness of the institutional client experience across all touchpoints, pulling in dependent teams to ensure the experience is optimally designed end to end - Identify client needs, create experience maps, and define requirements that drive adoption, satisfaction, and measurable business outcomes for plan sponsors and plan consultants - Act as a change agent for material improvements to the operating model that put the institutional client first — and drive those changes from vision through execution - Cultivate deep customer empathy through call listening sessions, watch parties, Dynatrace reviews, and direct engagement with plan sponsors and institutional plan consultants Cross-Functional Collaboration - Build and sustain senior-level relationships with partners across Retirement Solutions, Wealth, Advice, Technology, Operations, Legal, Risk, Compliance, Marketing, and the broader Digital and Engineering organization - Resolve conflicts directly and build consensus across teams without relying on 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 in the process and keep them focused on assessing business risk — working toward outcomes that balance strong client experience with appropriate compliance and controls Performance Monitoring & Data-Driven Decision Making - Own and drive performance against key indicators including Plan Sponsor and Plan Consultant Customer Effort Score (CES), Net Promoter Score (NPS), leading indicators for institutional client retention, and leading indicators for Institutional Plan Consultant satisfaction - Determine the expected impacts of experience changes on CES and other client health metrics prior to launch - Establish success metrics and analytics frameworks to measure experience performance across the institutional servicing portfolio - Leverage client research, behavioral data, and market/competitive insights to inform product decisions and prioritize capability investments - Build full end-to-end business cases incorporating business levers, ROI modeling, technology estimates, and experimentation strategy - Make evidence-based recommendations to senior and executive leadership on investment priorities and trade-offs Go-to-Market & Launch Readiness - Roll up market launches within the institutional servicing portfolio into a compelling, consumable story for stakeholders — communicating not just what shipped, but the impact it delivered to clients and the business - Work with Marketing, NCC, Retirement Solutions, and readiness partners to develop and distribute appropriate launch artifacts - Monitor post-launch results and amplify the story of impact with key stakeholders across the enterprise Innovation & AI Enablement - Foster innovation and leverage emerging technologies, including artificial intelligence, to advance TIAA's institutional client experience - Develop and maintain a clear point of view on how AI can transform institutional servicing — from intelligent automation of payroll remittance workflows to machine learning-based client retention signals to conversational interfaces that reduce consultant service friction - Develop a perspective on what AI agents the institutional servicing product portfolio requires and how those agents serve plan sponsors and consultants while maintaining compliance and building trust - Utilize AI tools to improve collaboration with partner teams and create efficiencies in your own work - Explore opportunities for intelligent automation, natural language processing, machine learning-based predictions, and other AI applications that reduce friction and improve outcomes for institutional clients We'll make each of these as

    • with the content (maybe as paragraphs inside). Could also break into sub-items but not needed. Now Requirements: includes Educational Requirements, Work Experience, Physical Requirements, Career Level. Educational Requirements: "University (Degree) Preferred" Work Experience: "5+ Years Required; 7+ Years Preferred" Physical Requirements: "Physical Requirements: Sedentary Work" Career Level: "Career Level 9IC" We'll make
    • for each. Now Qualifications: Required Qualifications and Preferred Qualifications. Required Qualifications bullet list: - At least 5+ years of product management experience leading customer-facing digital experiences, with demonstrated ability to manage product portfolios and deliver measurable business results - Experience using competitive intelligence to directly shape funded investment priorities - Experience establishing and tracking performance metrics — such as customer satisfaction, retention indicators, digital engagement measures and/or using data to drive investment decisions Preferred Qualifications bullet list (multiple): - 7+ years in product management with increasing scope and responsibility, including demonstrated leadership of B2B or institutional client-facing experience products - Experience working with AI-powered products or features - Proven ability to build and sustain cross-functional relationships and influence outcomes across complex, matrixed organizations without positional authority - Knowledge of the retirement plan recordkeeping ecosystem, including the roles and needs of plan sponsors, institutional plan consultants, and third-party administrators - Proven ability to develop end-to-end business cases, including business levers, ROI modeling, and experimentation strategy, and to present those cases persuasively to senior and executive leadership - Substantial experience designing, implementing, or managing AI-powered products or features such as intelligent automation, conversational AI, machine learning models, natural language processing, or predictive analytics - Proficiency with analytics tools and customer research methodologies to identify friction points and validate product decisions - Demonstrated ability to foster innovation and champion measurable, impactful change across large organizations - Track record of building competitive customer experience capabilities in financial services or a similarly regulated industry - Experience presenting to and influencing executive-level stake (looks truncated: "Experience presenting to and influencing executive-level stake" maybe missing word but we keep as is) We'll make
    • for each. Now Skills: list: "Analytical Skills, Collaboration, Continuous Improvement Mindset, Customer Engagement, Data-Based Decision Making, Group Problem Solving, Influence, Innovation, Product Design, Product Management, Product Performance/Improvement Monitoring, Relationship Management, Story Telling" We'll split by commas and trim. Now Benefits: paragraph from "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