Product Manager - XPM

This is a Non-Employee Contingent Worker Role providing services for TIAA’s family of companies and will be employed by TIAA's preferred 3rd Party Supplier. As a Non-Employee CW, perform a variety of moderately complex business planning, support, and project-relatedduties. Demonstrates an exceptional standard of quality and holds themselves accountable to achieving excellent results.

This role will sit onsite, likely in a hybrid capacity, at the location(s) listed in this posting.

• Define and review key performance indicators (KPIs) to evaluate impact and effectiveness of solutions.
• Lead the Experience product management lifecycle for assigned platforms/channels within specific client journey. Understand and represent user needs.
• Collaborate with Product Managers, Technology, Design, and other teams to identify, prioritize, design, and deliver key solutions.
• Champion Voice of Customer activities including co-creation sessions, primary research, persona and empathy development, journey mapping etc.
• Partner with the cross-functional leadership team to help define the roadmap priorities and ensure that it remains aligned with the broader strategy and priorities.
• Drive feature/capability roadmap assessment and development across assigned areas/channels to deliver customer and business outcomes.
• Foster innovation, collaboration, leverage new technologies and champion measurable impactful change to build TIAA's customer experience brand through internal and external initiatives.

• University (Degree) Preferred

• 5+ Years Required; 7+ Years Preferred

• Physical Requirements: Sedentary Work

Experience Product Manager

We're seeking an Experience Product Manager to own and transform how TIAA associates leverage artificial intelligence in their day-to-day work. This role sits within the Digital and Client Experience team.

As the product manager for this critical employee journey, you'll define and implement solutions that reimagine how associates interact with AI tools and capabilities. This is your opportunity to eliminate friction in workflows that currently require too many manual steps, modernize outdated processes, and create a seamless experience that empowers associates to work more effectively and positions TIAA competitively in the marketplace. Your work will directly impact whether associates successfully adopt and benefit from AI tools or abandon them due to complexity and confusion.

You'll gather requirements across multiple product development teams and stakeholders, maintain and prioritize the product backlog, and collaborate with Experience Product teams, Design, AI, 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 the associate experience—whether through intelligent assistants, automated workflow support, conversational interfaces, or proactive guidance when associates encounter obstacles. This isn't about incremental improvements—it's about fundamentally redesigning how associates work with AI at TIAA 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 the withdrawal experience
• Design and implement key solutions in support of the Experience Product roadmap, including opportunities to leverage AI and automation

Customer Experience & Journey Design

• Identify customer needs, create experience maps, and define requirements (stories) to maximize adoption and usage
• Drive measurable improvements in withdrawal completion rates, straight-through processing, digital initiation rates, and customer effort scores
• Ensure seamless integration across digital and operational/service touchpoints

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, designers, content strategists, engineers, research, analytics, operations, legal, risk, compliance, and fraud teams to deliver cohesive solutions

Performance Monitoring & Data-Driven Decision Making

• Analyze key performance indicators (KPIs) to evaluate impact and effectiveness of solutions
• Establish success metrics and analytics frameworks to measure experience performance
• Leverage customer research, behavioral data, and market insights to inform product decisions
• Continuously test, learn, and iterate based on quantitative and qualitative feedback
• Make evidence-based recommendations to leadership on investment priorities and trade-offs

Innovation & AI Enablement

• Foster innovation, collaboration, and leverage new technologies including artificial intelligence to build TIAA's customer experience brand through internal and external initiatives
• Develop and articulate a clear point of view on how AI can transform the withdrawal experience while maintaining compliance and building customer trust
• Explore opportunities for intelligent automation, natural language processing, machine learning-based predictions, and other AI applications that reduce friction and improve outcomes

REQUIRED QUALIFICATIONS

• 5+ years of product management experience owning customer-facing digital experiences with demonstrated ability to manage product lifecycles and deliver business results
• Experience working with AI-powered products or features, with a developed perspective on how artificial intelligence can enhance customer experience while managing risks and maintaining trust
• Experience understanding and addressing customer needs through direct engagement, research, and feedback analysis

PREFERRED QUALIFICATIONS

• Proven ability to work effectively across cross-functional teams including design, engineering, operations, and compliance to deliver cohesive solutions
• Proven ability to design and implement key 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 & Retirement Industry Knowledge
• Experience in financial services, particularly 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
• 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 location.

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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 ourcareers home page, and you can read more about your rights and view government noticeshere.

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Phone: (800) 842-2755

Email:accessibility.support@tiaa.org

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