Experience Product Manager

Experience Product Manager
Were seeking an Experience Product Manager to own and advance how TIAAs 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 youll define and implement solutions that strengthen TIAAs 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. Youll also contribute your product management skills and client-first mindset to support other areas of the institutional servicing portfolio as needed.
Youll 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 isnt about incremental improvements its about making TIAAs reporting experience a genuine competitive differentiator while fostering innovation and championing measurable impactful change.

Key Responsibilities and Duties

Product Strategy & Backlog Management

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

Customer Experience & Journey Design

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

Cross-Functional Collaboration

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

Performance Monitoring & Data-Driven Decision Making

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 TIAAs 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

Innovation & AI Enablement

Foster innovation collaboration and leverage new technologies including artificial intelligence to advance TIAAs 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

Utilize AI tools including prompt development and sharing to create efficiencies in your own work and improve collaboration with partner teams

Educational Requirements

• University (Degree) Preferred

Work Experience

• 5 Years Required; 7 Years Preferred

Physical Requirements

• Physical Requirements: Sedentary Work

Career Level
8IC

Required Qualifications

• 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

Preferred Qualifications

• 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

Anticipated Posting End Date:

Actual base salary may vary based upon but not limited to relevant experience time in role base salary of internal peers prior performance business sector and geographic addition to base salary the competitive compensation package may include depending on the role participation in an incentive program linked to performance (for example annual discretionary incentive programs non-annual sales incentive plans or other non-annual incentive plans).

Company Overview

Every worker deserves a secure retirement. For more than 100 years TIAA has delivered it for millions of people. Founded to help educators retire with dignity today weʼre a market-leading retirement company fueled by world-class asset management. But weʼre not just another legacy financial services firm. Weʼre fighting harder than ever before for our clients and the many Americans who need us.

Our Culture of Impact

At TIAA were on a mission to build on our 100 year legacy of delivering for our clients while evolving to meet tomorrows challenges. We equip our associates with future-focused skills and AI tools that enable us to advance our mission. Together we are fighting to ensure a more secure financial future for all and for generations to come. We are guided by our values: Champion Our People Be Client Obsessed Lead with Integrity Own It and Win As One. They influence every decision we make and how we work together to serve our clients every day. We thrive in a collaborative in-office environment where teams work across organizational boundaries with shared purpose accelerating innovation and delivering meaningful results. Our workplace brings together TIAA and Nuveens entrepreneurial spirit where we work hard and work together to create lasting impact. Here every associate can grow through meaningful learning experiences and development pathwaysbecause when our people succeed our impact on clients lives grows stronger.

Benefits and Total Rewards

The organization is committed to making financial well-being possible for its clients and is equally committed to the well-being of our associates. Thats 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. To learn more about your benefits please review our Benefits Summary.

Equal Opportunity

We are an Equal Opportunity Employer. TIAA does not discriminate against any candidate or employee on the basis of age race color national origin sex religion veteran status disability sexual orientation gender identity or any other legally protected status.

Our full EEO & Non-Discrimination statement is on our careers home page and you can read more about your rights and view government notices here.

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