Director, Experience Product Management

Director of Experience Product Management
We're seeking a Director of Experience Product Management to serve as a senior leader and strategic force within TIAA's B2B Institutional Servicing organization. This role sits within Digital and Client Experience.
As a director on this team, you'll bring senior-level product leadership to one of TIAA's most strategically important audiences — plan sponsors and institutional plan consultants. You'll work across the full scope of institutional servicing capabilities, including payroll remittance and funding, reporting, participant management, plan management, entitlements and user management, and compliance support. You'll partner with leaders across the enterprise to advance the product strategy, close meaningful competitive gaps, and deliver experiences that drive measurable outcomes for institutional clients and the business.
This is a high-impact, high-visibility role for a product leader who is ready to operate at scale. You'll shape multi-year roadmaps, build executive-level relationships, translate competitive intelligence into funded investment priorities, and champion a client-first approach across every touchpoint in the institutional servicing experience. You'll be expected to contribute not just to individual product domains, but to the overall health and direction of the institutional servicing portfolio — earning influence and expanded ownership through demonstrated results.
This isn't about just managing a backlog. It's about elevating TIAA's institutional client experience to a position of competitive strength, building the organizational alignment to get there, and doing so with the rigor, credibility, and strategic clarity that institutional clients and internal partners expect.

Key Responsibilities and Duties

Product Strategy & Backlog Management

• Lead channel strategy definition across web, email, IVR, mobile, and other touchpoints for institutional servicing capabilities

• Ensure cross-team backlog coordination and dependency management, identifying and pulling in appropriate teams across audiences — including B2B2C connections — to ensure cohesive delivery

• Design and implement key solutions in support of the institutional servicing product roadmap, including opportunities to leverage AI and automation

• Partner with Technology, UX Design, CX Research, and Analytics to establish key outcomes for the portfolio and connect them to overall Digital and Client Experience goals

• Develop 12- to 24-month product roadmaps that reflect competitive positioning, business strategy, and client need

Customer Experience & Journey Design

• Ensure cohesiveness of the institutional client experience across all touchpoints, pulling in dependent teams to ensure the experience is optimally designed end to end

• Identify client needs, create experience maps, and define requirements that drive adoption, satisfaction, and measurable business outcomes for plan sponsors and plan consultants

• Act as a change agent for material improvements to the operating model that put the institutional client first — and drive those changes from vision through execution

• Cultivate deep customer empathy through call listening sessions, watch parties, Dynatrace reviews, and direct engagement with plan sponsors and institutional plan consultants

Cross-Functional Collaboration

• Build and sustain senior-level relationships with partners across Retirement Solutions, Wealth, Advice, Technology, Operations, Legal, Risk, Compliance, Marketing, and the broader Digital and Engineering organization

• Resolve conflicts directly and build consensus across teams without relying on positional authority

• Collaborate with designers, content strategists, engineers, researchers, analytics professionals, operations leads, and control partners to deliver cohesive, scalable solutions

• Engage control partners early in the process and keep them focused on assessing business risk — working toward outcomes that balance strong client experience with appropriate compliance and controls

Performance Monitoring & Data-Driven Decision Making

• Own and drive performance against key indicators including Plan Sponsor and Plan Consultant Customer Effort Score (CES), Net Promoter Score (NPS), leading indicators for institutional client retention, and leading indicators for Institutional Plan Consultant satisfaction

• Determine the expected impacts of experience changes on CES and other client health metrics prior to launch

• Establish success metrics and analytics frameworks to measure experience performance across the institutional servicing portfolio

• Leverage client research, behavioral data, and market/competitive insights to inform product decisions and prioritize capability investments

• Build full