Mgr, Experience Product Manager

TIAA•Waltham, MA

1d•$121,000 - $143,000•Onsite

About The Position

The Product Management role is responsible for managing aspects of the product strategy and the end-to-end product lifecycle. This role focuses on TIAA's participant Mobile App – an important digital channel to strengthen engagement, drive growth, and reduce operational costs.

Requirements

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

Nice To Haves

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, 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

Responsibilities

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 and operational and service interactions
Cultivate deep customer empathy through call listening sessions, watch parties, Dynatnick reviews, and direct engagement with our participants
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 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
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 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 mobile app experience while maintaining compliance and building client trust
Utilize AI tools, including prompt development and sharing, to create efficiencies in your own work and improve collaboration with partner teams