Product Manager - XPM

TIAA•Virtual, MA

3d•Hybrid

About The Position

This is a non-employee contingent worker role providing services for TIAA’s family of companies through TIAA’s preferred third-party supplier. The role is expected to sit onsite, likely in a hybrid capacity, and has an anticipated engagement term of one month, with possible extension based on business needs. The posting also lists a start date of November 16, 2026, and an end date of December 31, 2026. The Experience Product Manager will work within the Digital and Client Experience team to define and implement solutions that improve how TIAA associates use artificial intelligence in their day-to-day work. The role focuses on reducing friction in workflows, modernizing processes, and creating experiences that help associates adopt and benefit from AI tools. It includes gathering requirements from product teams and stakeholders, maintaining and prioritizing the product backlog, and collaborating with Experience Product teams, Design, AI, Technology, and business partners to align product design and architecture standards. The role explores how AI and emerging technologies—including intelligent assistants, automated workflow support, conversational interfaces, and proactive guidance—can improve associate experiences. The posting also describes work on the withdrawal experience, including defining customer needs, improving withdrawal completion and digital initiation, supporting straight-through processing, and reducing customer effort. The product manager will use research, behavioral data, analytics, and market insights to set priorities, measure outcomes, and iterate on solutions while maintaining compliance and customer trust. The position requires at least five years of product management experience owning customer-facing digital experiences and experience working with AI-powered products or features. Seven or more years of experience is preferred. A university degree is preferred.

Requirements

At least 5 years of product management experience owning customer-facing digital experiences, managing product lifecycles, and delivering business results.
Experience working with AI-powered products or features, with a perspective on enhancing customer experience while managing risks and maintaining trust.
Experience understanding and addressing customer needs through direct engagement, research, and feedback analysis.
Analytical skills, collaboration, continuous improvement mindset, customer engagement, data-based decision making, group problem solving, influence, innovation, product design, product management, product performance monitoring and improvement, relationship management, and storytelling.

Nice To Haves

7 or more years of work experience.
University degree.
Experience working effectively across cross-functional teams including design, engineering, operations, and compliance.
Ability to design and implement solutions in support of product roadmaps.
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.
Financial services and retirement industry knowledge, particularly experience with account withdrawals, disbursements, or money movement products.
Digital transformation experience.
Proficiency with analytics tools and customer research methodologies to identify friction points.
Demonstrated ability to foster innovation and champion measurable, impactful change.
Experience leveraging emerging technologies to enhance customer experience.

Responsibilities

Lead the Experience product management lifecycle for assigned platforms or channels within specific client journeys.
Define and review key performance indicators to evaluate the impact and effectiveness of solutions.
Gather requirements across product development teams and stakeholders and determine development priorities.
Maintain and prioritize the product backlog.
Design and implement solutions in support of the Experience Product roadmap, including opportunities to use AI and automation.
Represent user and customer needs through direct engagement, research, feedback analysis, experience maps, and requirements.
Drive measurable improvements in withdrawal completion rates, straight-through processing, digital initiation rates, and customer effort scores.
Ensure seamless integration across digital and operational or service touchpoints.
Collaborate with Experience Product, Technology, Design, and business teams to align product design and architecture standards and deliver solutions.
Partner with client services, designers, content strategists, engineers, research, analytics, operations, legal, risk, compliance, and fraud teams.
Establish success metrics and analytics frameworks to measure experience performance.
Use customer research, behavioral data, and market insights to inform product decisions; test, learn, and iterate using quantitative and qualitative feedback.
Make evidence-based recommendations to leadership on investment priorities and trade-offs.
Develop and articulate a point of view on how AI can transform the withdrawal experience while maintaining compliance and customer trust.
Explore intelligent automation, natural language processing, machine-learning-based predictions, and other AI applications to reduce friction and improve outcomes.
Champion Voice of Customer activities, including co-creation sessions, primary research, persona and empathy development, and journey mapping.
Partner with cross-functional leadership to define roadmap priorities and maintain alignment with broader strategy.
Drive feature and capability roadmap assessment and development across assigned areas and channels.
Foster innovation, collaboration, and measurable change using new technologies to build TIAA’s customer experience brand.