CX Product Manager

Jobtailor; New York (NY); On-site; USD 140,000 - 180,000; Full time

Job summary

TIAA is seeking a seasoned Experience Product Manager to define and drive solutions across client journeys. You will lead cross-functional collaboration with Product, Technology, and Design to deliver measurable improvements and user-centered outcomes.

Responsibilities include KPI definition, roadmap prioritization, and Voice of Customer activities to inform decisions and journey maps. This role emphasizes analytical thinking, storytelling, and stakeholder alignment in a fast-paced environment.

Qualifications

• 5+ years of work experience required
• 7+ years of work experience preferred
• University degree preferred
• Experience in product management
• Experience defining and implementing solutions for key experiences/channels within client journeys
• Knowledge of KPIs and evaluating solution impact and effectiveness
• Understanding and representation of user needs
• Experience collaborating with Product Management, Technology, Design, and other teams
• Experience with Voice of Customer activities, including co-creation sessions, primary research, persona and empathy development, and journey mapping
• Experience contributing to roadmap priorities and alignment with broader strategy
• Experience with feature/capability roadmap assessment and development
• 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, and storytelling
• Sedentary work physical requirement
• No travel required

Responsibilities

• Define and implement solutions for key experiences/channels within client journeys
• Define and review KPIs to evaluate solution impact and effectiveness
• Lead the Experience product management lifecycle for assigned platforms/channels
• Understand and represent user needs
• Collaborate with Product Managers, Technology, Design, and other teams to identify, prioritize, design, and deliver solutions
• Champion Voice of Customer activities, including co-creation sessions, primary research, persona and empathy development, and journey mapping
• Partner with cross-functional leadership to define roadmap priorities and maintain alignment with broader strategy
• Drive feature/capability roadmap assessment and development across assigned areas/channels
• Foster innovation and collaboration, leverage new technologies, and champion measurable change to build TIAA's customer experience brand

Skills

Product Management

KPI Evaluation

Roadmap Development

Voice of Customer Activities

User Needs Representation

Cross-Functional Collaboration

Data-Based Decision Making

Empathy Development

Journey Mapping

Analytical Skills

Storytelling

Education

University degree preferred

Job description

• Define and implement solutions for key experiences/channels within specific client journeys
• Define and review KPIs to evaluate solution impact and effectiveness
• Lead the Experience product management lifecycle for assigned platforms/channels
• Understand and represent user needs
• Collaborate with Product Managers, Technology, Design, and other teams to identify, prioritize, design, and deliver solutions
• Champion Voice of Customer activities, including co-creation sessions, primary research, persona and empathy development, and journey mapping
• Partner with cross-functional leadership to define roadmap priorities and maintain alignment with broader strategy
• Drive feature/capability roadmap assessment and development across assigned areas/channels
• Foster innovation and collaboration, leverage new technologies, and champion measurable change to build TIAA's customer experience brand

Requirements

• 5+ years of work experience required
• 7+ years of work experience preferred
• University degree preferred
• Experience in product management
• Experience defining and implementing solutions for key experiences/channels within client journeys
• Knowledge of KPIs and evaluating solution impact and effectiveness
• Understanding and representation of user needs
• Experience collaborating with Product Management, Technology, Design, and other teams
• Experience with Voice of Customer activities, including co-creation sessions, primary research, persona and empathy development, and journey mapping
• Experience contributing to roadmap priorities and alignment with broader strategy
• Experience with feature/capability roadmap assessment and development
• 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, and storytelling
• Sedentary work physical requirement
• No travel required

Core Competencies

Demonstrates expertise in product management, focusing on defining and implementing solutions for client journeys while leveraging analytical skills and collaboration to enhance customer experience. Proficient in Voice of Customer activities and capable of driving feature roadmap development aligned with strategic priorities.

Highest-signal resume keywords

• Product Management
• Voice of Customer Activities
• KPI Evaluation
• Roadmap Development
• User Needs Representation

ATS Optimization Keywords

Hard Skills

• Product Management
• KPI Evaluation
• Solution Implementation
• Feature Roadmap Development
• Journey Mapping
• Primary Research
• Persona Development
• Empathy Development
• Product Performance Monitoring
• Data-Based Decision Making

Soft Skills

• Collaboration
• Analytical Skills
• Continuous Improvement Mindset
• Influence
• Storytelling

Industry Keywords

• Customer Experience
• Client Journeys
• Cross-Functional Leadership
• Innovation
• Co-Creation Sessions