Director, Experience Product Management

TIAA•Frisco, TX

About The Position

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.

Requirements

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 working with AI-powered products or features
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

Nice To Haves

7+ years in product management with increasing scope and responsibility, including demonstrated leadership of B2B or institutional client-facing experience products
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

Responsibilities

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
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
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
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
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
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

Benefits

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.

Stand Out From the Crowd

Upload your resume and get instant feedback on how well it matches this job.

Upload and Match Resume