Sr Director, B2C Strategy and Experience

About the role

The B2C Strategy and Experience (B2C Strategy) team partners across lines of business to deliver the best individual participant and business outcomes. The team is focused on aligning enterprise segments, strategy, and experiences to help our ~5 million participants achieve their financial retirement goals. The B2C Strategy team works closely with senior leaders across TIAA to solve their most critical B2C strategic and operating model challenges, growing, deepening, and retaining relationships with individual participants/clients across the Retirement, Retail, and Wealth Management businesses.

The team develops comprehensive strategies, aligns incentives to achieve B2C priorities, and makes recommendations on high-level B2C process/experience improvements needed to better serve participants. The team collaborates with partners across the enterprise, including Retirement, Wealth, Product, Advice, Finance, Risk, Legal, Compliance, Technology, Operations, and Servicing.

Responsibilities

• Own day-to-day management and delivery of key B2C workstreams.
• Scope problems, identify major issues and actionable opportunities, design solutions, and quantify potential bottom-line financial impact.
• Develop workplans to test and evaluate strategies and insights, which could span strategy, process, or participant experience changes.
• Provide advanced expertise to business partners in leading the identification, understanding, and framing of complex business problems and needs.
• Review synthesized findings and recommendations, and oversee creation of senior management documents to present recommendations.
• Advise and influence senior leaders on key decisions and major change initiatives.
• Monitor medium to long-term business trends and outlooks, gathering competitive intelligence to contribute to strategic business planning discussions with leadership.
• Develop deep trust-based relationships with key stakeholders and ensure stakeholder satisfaction throughout engagement.
• Lead interview campaigns, working sessions, and senior client presentations; maintain composure and presence in difficult stakeholder meetings.
• Lead one or more B2C workstreams, develop hypotheses, conduct analysis, and develop roadmaps for solutions.
• Serve as a thought leader on the team, providing feedback to junior team members to improve deliverables.

Requirements

• 8+ years of strategy, analytics, and process improvement experience (10+ years preferred).
• University degree (Economics, Finance, or Process Improvement preferred).
• Experience with high-level process improvement or customer segment experience design.
• Strong verbal and written communication skills with experience interacting with senior leaders.
• Previous experience in wealth management or customer/segment strategy.

Skills

• Client Financial Planning
• Client Relationship Management
• Consultative Communication
• Due Diligence
• Financial Markets
• Market/Industry Dynamics
• Practice Management Strategy
• Retirement Planning Selling
• Sales
• TIAA Products/Services Acumen
• Wealth Management

Pay

Base Pay Range: $171,000/yr – $246,000/yr. Actual base salary may vary based on 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 participation in an incentive program 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 can help achieve and maintain physical, emotional, and financial well-being.