Director, B2C Strategy and Experience
About The Position
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. The team is focused on 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 works collaboratively with partners across the enterprise including Retirement, Wealth, Product, Advice, Finance, Risk, Legal, Compliance, Technology, Operations, and Servicing.
Requirements
- 5+ years strategy, analytics, and process improvement experience
- University degree in Economics, Finance, or Process Improvement
- Strong verbal and written communication skills with experience interacting with senior leaders
- Previous experience in wealth management or customer strategy
- Strong proficiency w/ Microsoft suite of products (PowerPoint, Excel, Word, Outlook)
- Previous coding experience
Nice To Haves
- 7+ years strategy, analytics, and process improvement experience
Responsibilities
- Owns significant pieces of an entire B2C project workstream, helping to build and execute qualitative and quantitative analyses required with little oversight
- Partners with project team members to quickly synthesize and interpret data to address key strategic, process or participant experience change
- Works with others to identify major issues and actionable opportunities, design solutions and quantify potential bottom-line financial impact across portions of a workstream
- Monitors medium to long-term business trends/outlooks, gathering competitive intelligence to contribute to strategic business planning discussions with leadership.
- Synthesizes impactful findings, develop recommendations, and help present recommendations to senior management
- Participates in client interviews / working sessions to gather baseline information; independently requests needed information and follows up with clients
- Builds trusted advisor relationships with key client stakeholders
- Leads part of a B2C workstream or an entire workstream, potentially working with other analysts on that workstream; escalates issues and risks
- Makes high level recommendations to improve individual participant experience and service across TIAA
Benefits
- superior retirement program
- highly competitive health, wellness and work life offerings
Stand Out From the Crowd
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What This Job Offers
Job Type
Full-time
Career Level
Director
Education Level
Associate degree
