Mgr, Experience Product Manager

Key Responsibilities and Duties

• Gather requirements across multiple product development teams and stakeholders to determine overall priority for development.
• Develop 12‑ to 18‑month product roadmaps for the mobile app that reflect competitive positioning, client need, and business strategy.
• Design and implement key solutions in support of the Experience Product roadmap.
• Define success metrics for the mobile app and ensure they are met, including Customer Effort Score (CES), digital channel initiation, and other client health and business metrics.
• Identify all customer touchpoints, ensuring seamless integration across digital, operational, and service interactions.
• Cultivate deep customer empathy through call listening sessions, watch parties, Dynatrace reviews, and direct engagement with participants.
• Collaborate with Experience Product teams, Technology teams, and non‑technology partners to align design and product architecture standards.
• Partner with business partners, designers, content strategists, engineers, researchers, analytics professionals, operations leads, and control partners—including legal, risk, compliance, and fraud teams—to deliver cohesive solutions.
• Engage control partners early to assess business risk and balance client experience with compliance and controls.
• Analyze key performance indicators (KPIs) such as CES, Net Promoter Score (NPS), and digital engagement metrics to evaluate solution impact.
• Establish success metrics and analytics frameworks to measure experience performance across reporting capabilities.
• Leverage client research, behavioral data, and competitive intelligence to inform product decisions and prioritization.
• Continuously test, learn, and iterate based on quantitative and qualitative feedback.
• Make evidence‑based recommendations to leadership on investment priorities, trade‑offs, and business levers.
• Foster innovation and leverage new technologies, including artificial intelligence, to advance the mobile app experience while maintaining compliance and building client trust.
• Develop and articulate a clear point of view on how AI can transform the mobile app experience.
• Utilize AI tools, including prompt development and sharing, to create efficiencies and improve collaboration with partner teams.

Required Qualifications

• 5+ years of product management experience owning customer‑facing digital experiences.
• Experience addressing customer needs through direct engagement, research, and/or feedback analysis.
• Experience working effectively across cross‑functional teams including design, engineering, operations, and/or compliance delivering cohesive solutions.

Preferred Qualifications

• 7+ years in product management roles with increasing responsibility.
• Experience in mobile app product management.
• Experience designing, implementing, or managing AI‑powered products or features such as intelligent automation, conversational AI, machine learning models, or natural language processing.
• Proven ability to design and implement key solutions in support of product roadmaps.
• Knowledge of the retirement plan recordkeeping ecosystem, including the roles and needs of plan sponsors, institutional plan consultants, and third‑party administrators.
• Experience in financial services, particularly with plan administration, reporting, compliance, or data products.
• 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.
• Experience leveraging emerging technologies to enhance customer experience.
• Track record of building competitive customer experience capabilities.

Education

University (Degree) – Preferred.

Physical Requirements

Sedentary work.

Career Level

Level 8IC.

Base Pay

Base Pay Range: $121,000/yr – $143,000/yr. Actual base salary may vary based upon, but not limited to, relevant experience, time in role, internal peer salaries, prior performance, business sector, and geographic location. The compensation package may also include participation in incentive programs linked to performance.

Benefits

The organization offers a comprehensive Total Rewards package designed to make a positive difference in the lives of associates and their loved ones. Benefits include a superior retirement program and highly competitive health, wellness, and work‑life offerings that support physical, emotional, and financial well‑being.

Company Overview

Every worker deserves a secure retirement. For more than 100 years, TIAA has delivered it for millions of people. Founded to help educators retire with dignity, today the company is a market‑leading retirement firm fueled by world‑class asset management. TIAA is committed to fighting for clients and the many Americans who need financial security.

Culture

At TIAA, the mission is to build on a 100‑year legacy of delivering for clients while evolving to meet tomorrow’s challenges. Associates are equipped with future‑focused skills and AI tools to advance the mission. Core values—Champion Our People, Be Client Obsessed, Lead with Integrity, Own It, and Win As One—guide decisions and collaboration. The workplace blends TIAA and Nuveen’s entrepreneurial spirit, encouraging collaborative, in‑office teamwork, continuous learning, and meaningful impact.