Experience Product Manager

TIAA • Frisco, TX

13h

About The Position

We're seeking an Experience Product Manager to own and advance how TIAA's institutional clients — plan sponsors and plan consultants — access, build, and act on the reporting capabilities they need to manage their plans effectively. This role sits within the B2B Institutional Servicing organization under Digital and Client Experience and reports to the Director of Experience Product Management. As the product manager for institutional reporting, you'll define and implement solutions that strengthen TIAA's reporting experience across plan sponsor and consultant audiences — building on areas where TIAA already leads, such as custom report building, scheduled reports, and retirement readiness reporting, while closing meaningful gaps in prebuilt report breadth, report preview, prebuilt modification, and demographic breakdown capabilities. You'll also contribute your product management skills and client-first mindset to support other areas of the institutional servicing portfolio as needed. You'll gather requirements across multiple product development teams and stakeholders, maintain and prioritize the product backlog, and collaborate with Experience Product teams, Technology, and business partners to ensure design and product architecture standards are aligned and implemented. A key aspect of this role involves exploring how artificial intelligence and emerging technologies can transform how institutional clients find, customize, and act on data — whether through intelligent report recommendations, natural language querying, or proactive alerts when plan health indicators shift. This isn't about incremental improvements — it's about making TIAA's reporting experience a genuine competitive differentiator while fostering innovation and championing measurable, impactful change.

Requirements

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

Nice To Haves

• 7+ years in product management roles with increasing responsibility
• Experience in B2B or institutional product management, particularly with reporting, data visualization, or analytics-facing products
• 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
• 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
• Related Skills 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

Responsibilities

• Gather requirements across multiple product development teams and stakeholders to determine overall priority for development
• Maintain and prioritize the product backlog for institutional reporting capabilities, with contributions to other areas of the institutional servicing portfolio as directed
• Design and implement key solutions in support of the Experience Product roadmap, including opportunities to leverage AI and automation
• Develop 12- to 18-month product roadmaps for the reporting experience that reflect competitive positioning, client need, and business strategy
• Define success metrics for digital reporting experiences and ensure they are met, including Customer Effort Score (CES), digital channel initiation, and other client health and business metrics
• Identify client needs, create experience maps, and define requirements (stories) to maximize adoption and usage of reporting capabilities among plan sponsors and plan consultants
• Drive measurable improvements in report completion rates, self-service adoption, digital initiation rates, and customer effort scores
• Identify all customer experience touchpoints across the reporting journey, ensuring seamless integration across digital and operational and service interactions
• Cultivate deep customer empathy through call listening sessions, watch parties, Dynatrace reviews, and direct engagement with plan sponsors and plan consultants
• Collaborate with all Experience Product teams, Technology teams, and non-technology partners to ensure design and product architecture standards are aligned and implemented
• Partner with client services 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 in the process to assess business risk and support outcomes that balance strong client experience with appropriate compliance and controls
• Analyze key performance indicators (KPIs) to evaluate the impact and effectiveness of solutions, including Customer Effort Score (CES), Net Promoter Score (NPS), digital engagement metrics, and other leading indicators for institutional client retention and plan consultant satisfaction
• Establish success metrics and analytics frameworks to measure experience performance across reporting capabilities
• Leverage client research, behavioral data, and competitive intelligence — including TIAA's current standing relative to Fidelity on reporting capabilities — 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 and trade-offs, including identification of the business levers that your work is driving
• Foster innovation, collaboration, and leverage new technologies including artificial intelligence to advance TIAA's institutional client experience brand through internal and external initiatives
• Develop and articulate a clear point of view on how AI can transform the institutional reporting experience — including intelligent report recommendations, natural language querying, predictive plan health alerts, and automated insight delivery — while maintaining compliance and building client trust
• Explore opportunities for intelligent automation, natural language processing, machine learning-based predictions, and other AI applications that reduce friction and improve reporting outcomes for plan sponsors and consultants

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees