Product Management
The Product Management role is responsible for managing aspects of the product strategy and the end-to-end product lifecycle. This role focuses on TIAA's participant Mobile App - an important digital channel to strengthen engagement, drive growth, and reduce operational costs.

Key Responsibilities and Duties:

Product Strategy & Backlog Management
• Gather requirements across multiple product development teams and stakeholders to determine overall priority for development
• Develop 12- to 18-month product roadmaps for the mobile app that reflect competitive positioning, client need, and business strategy
• Design and implement key solutions in support of the Experience Product roadmap
• Define success metrics for the mobile app 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 all customer touchpoints, 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 our participants

Partnership & 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 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
• Establish success metrics and analytics frameworks to measure experience performance across reporting capabilities
• Leverage client research, behavioral data, and competitive intelligence 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 TIAA's institutional client experience brand through internal and external initiatives
• Develop and articulate a clear point of view on how AI can transform the mobile app experience while maintaining compliance and building client trust
• 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 addressing customer needs through direct engagement, research, and/or 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 mobile app product management
• Experience designing, implementing, or managing AI-powered products or features such as intelligent automation, conversational AI, machine learning models, natural language processing
• 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

Related Skills

Analytical Skills, Collaboration, Continuous Improvement Mindset, Customer Engagement, Data-Based Decision Making, Group Problem Solving, Influence, Innovation, Product Design, Product Management, Product Performance/Improvement Monitoring, Relationship Management, Story Telling

Anticipated Posting End Date:
2026-09-22

Base Pay Range: $121,000/yr - $143,000/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).

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. That's 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.