Product Manager - XPM

Nuveen; Massachusetts; Híbrido; USD 97 000 - 120 000; Tempo integral

Resumo da oferta

TIAA is seeking an Experience Product Manager to own and transform how associates leverage AI in their day-to-day work. You will define and implement solutions that reimagine how associates interact with AI tools, reducing friction and modernizing workflows.

You will gather requirements across multiple product teams, maintain the backlog, and collaborate with AI, design, and engineering teams to ensure scalable, compliant solutions that drive measurable improvements.

Qualificações

• 5+ years of product management experience owning customer-facing digital experiences and delivering business results.
• Experience with AI-powered products or features and how AI can enhance customer experience while managing risks.
• Ability to gather requirements through direct engagement, research, and feedback analysis.

Responsabilidades

• Define and manage product backlog and prioritize development aligned to Experience Product roadmap.
• Lead the withdrawal experience and journey design to improve adoption, efficiency, and customer outcomes.
• Collaborate with Experience Product teams, Technology, and business partners to ensure aligned design and architecture.
• Establish KPI-based success metrics and continuously test, learn, and iterate.

Conhecimentos

Product Management

AI

Analytics

Cross-functional collaboration

Formação académica

University Degree

Descrição da oferta de emprego

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-related duties. 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.The anticipated term of this engagement will be 1 months. This term could be extended based on company business needs.Experience Product ManagementDefines and implements solutions for key experiences/channels within specific client journeys.Key Responsibilities and DutiesDefine 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.Educational RequirementsUniversity (Degree) PreferredWork Experience5+ Years Required; 7+ Years PreferredPhysical RequirementsPhysical Requirements: Sedentary WorkCareer Level9ICExperience Product ManagerWe'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 DutiesProduct Strategy & Backlog ManagementGather requirements across multiple product development teams and stakeholders to determine overall priority for developmentMaintain and prioritize the product backlog for the withdrawal experienceDesign and implement key solutions in support of the Experience Product roadmap, including opportunities to leverage AI and automationCustomer Experience & Journey DesignIdentify customer needs, create experience maps, and define requirements (stories) to maximize adoption and usageDrive measurable improvements in withdrawal completion rates, straight-through processing, digital initiation rates, and customer effort scoresEnsure seamless integration across digital and operational/service touchpointsCross-Functional CollaborationCollaborate with all Experience Product teams, Technology teams, and non-technology partners to ensure design and product architecture standards are aligned and implementedPartner with client services business, designers, content strategists, engineers, research, analytics, operations, legal, risk, compliance, and fraud teams to deliver cohesive solutionsPerformance Monitoring & Data-Driven Decision MakingAnalyze key performance indicators (KPIs) to evaluate impact and effectiveness of solutionsEstablish success metrics and analytics frameworks to measure experience performanceLeverage customer research, behavioral data, and market insights to inform product decisionsContinuously test, learn, and iterate based on quantitative and qualitative feedbackMake evidence-based recommendations to leadership on investment priorities and trade-offsInnovation & AI EnablementFoster innovation, collaboration, and leverage new technologies including artificial intelligence to build TIAA's customer experience brand through internal and external initiativesDevelop and articulate a clear point of view on how AI can transform the withdrawal experience while maintaining compliance and building customer trustExplore opportunities for intelligent automation, natural language processing, machine learning-based predictions, and other AI applications that reduce friction and improve outcomesREQUIRED QUALIFICATIONS5+ years of product management experience owning customer-facing digital experiences with demonstrated ability to manage product lifecycles and deliver business resultsExperience working with AI-powered products or features, with a developed perspective on how artificial intelligence can enhance customer experience while managing risks and maintaining trustExperience understanding and addressing customer needs through direct engagement, research, and feedback analysisPREFERRED QUALIFICATIONSProven ability to work effectively across cross-functional teams including design, engineering, operations, and compliance to deliver cohesive solutionsProven ability to design and implement key solutions in support of product roadmapsSubstantial experience designing, implementing, or managing AI-powered products or features such as intelligent automation, conversational AI, machine learning models, natural language processing, or predictive analyticsFinancial Services & Retirement Industry KnowledgeExperience in financial services, particularly with account withdrawals, disbursements, or money movement productsDigital Transformation ExperienceProficiency with analytics tools and customer research methodologies to identify friction pointsDemonstrated ability to foster innovation and champion measurable, impactful changeExperience leveraging emerging technologies to enhance customer experienceTrack record of building competitive customer experience capabilitiesRelated SkillsAnalytical 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 TellingStart Date: 16-Nov-2026End Date: 31-Dec-2026Travel Required: NoAnticipated Posting End Date:Base Pay Range: $70.19/hr - $87.02/hrActual 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._____________________________________________________________________________________________________Equal OpportunityWe 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 our careers home page , and you can read more about your rights and view government notices.Accessibility SupportTIAA offers support for those who need assistance with our online application process to provide an equal employment opportunity to all job seekers, including individuals with disabilities.If you are a U.S. applicant and desire a reasonable accommodation to complete a job application please use one of the below options to contact our accessibility support team:Phone: [phone]Email: [e-mail] and Smoking PolicyTIAA maintains a drug-free and smoke/free workplace.