Sr Director, B2C Strategy & Experience Lead

B2C Strategy & Experience

The B2C Strategy and Experience (B2C Strategy) team partners across lines of business to deliver the best individual participant and business outcomes. The team is focused on aligning enterprise segments, strategy and experiences to help our ~5 million participants achieve their financial retirement goals.  The B2C Strategy team works closely with senior leaders across TIAA to solve their most critical B2C strategic and operating model challenges. The team is focused on growing, deepening and retaining relationships with individual participants/clients across the Retirement, Retail and Wealth Management businesses.

The team develops comprehensive strategies, aligns incentives to achieve B2C priorities, and makes recommendations on high level B2C process/experience improvements needed to better serve participants. The team works collaboratively with partners across the enterprise including Retirement, Wealth, Product, Advice, Finance, Risk, Legal, Compliance, Technology, Operations, and Servicing.  

Key Responsibilities and Duties

• Own day-to-day management and delivery of key B2C workstreams
• Scope problems, identify major issues and actionable opportunities, design solutions, and quantify potential bottom-line financial impact
• Develop workplan to test / evaluate strategies and insights which could span strategy, process or participant experience change
• Provides advanced expertise to business partners in leading the identification, understanding and framing of complex business problems and needs
• Review synthesized findings and recommendations, and oversee creation of senior management documents to present recommendations
• Advise and influence senior leaders on key decisions and major change initiatives
• Monitors medium to long-term business trends/outlooks, gathering competitive intelligence to contribute to strategic business planning discussions with leadership.
• Develop deep trust-based relationships with key stakeholders and ensure stakeholders is satisfied throughout engagement
• Lead interview campaigns, working sessions and senior client presentations; maintain composure and presence in difficult stakeholder meetings
• Lead one or more B2C workstreams, develop hypotheses, conduct analysis and develop roadmaps for solutions
• Serve as a thought leader on the team, providing feedback to junior team members to improve deliverables

Educational Requirements

• University (Degree) Preferred

Work Experience

• 8+ Years Required; 10+ Years Preferred

Physical Requirements

• Physical Requirements: Sedentary Work

Career Level
10IC

Required Qualifications:

• 8+ years strategy, analytics, and process improvement experience

Preferred Qualifications:

• 10+ years strategy, analytics, and process improvement experience
• University degree in Economics, Finance, or Process Improvement
• Strong verbal and written communication skills with experience interacting with senior leaders
• Previous experience in wealth management or customer strategy

#LI-KD2

Related Skills

Client Financial Planning, Client Relationship Management, Consultative Communication, Due Diligence, Financial Markets, Market/Industry Dynamics, Practice Management Strategy, Retirement Planning Selling, Sales, TIAA Products/Services Acumen, Wealth Management

Anticipated Posting End Date:

2026-06-19

Base Pay Range: $178,000/yr - $334,000/yr

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 location.  In 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). 

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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, we're on a mission to build on our 100+ year legac