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Director, Digital Product Management
Tiaa
Charlotte, NC, United States
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COMPANY OVERVIEW:
As long as there are people who make the world a better place, we'll keep making a difference for them. Since 1918, it has been TIAA's mission to serve those who serve others. It is this mission and the values we embrace that make us a different kind of financial services organization.
When you work here at TIAA, you're not just in it for yourself. You are part of something bigger. A collective mission to make a difference - a collective mission we make our own.
To be difference makers.
For more information about TIAA, visit our website.
POSITION SUMMARY:
Will focus on driving a culture of innovation and bold thinking through rapid test and learn experimentation, while also delivering value for customers and business areas. Collaborating with external and internal stakeholders, aligning with leadership, and managing project scope and timelines are key for this role. This role will lead ideation and requirements sessions, market and vendor research, and prototyping and testing with an eye towards encouraging speed to market in a dynamic and ever changing environment.
Ensures the strategic success of digital initiatives by monitoring business performance measures (KPI’s) for a product/service or group of products/services. Drives improvements for their service line including engagement, growth, optimization and usage. Responsible for defining and aligning competitive market opportunities, customer needs and business requirements, while providing ongoing continuous improvement support that ensures the competitiveness and customer loyalty for new and existing digital products. Works closely with business lines and divisions to ensure that effective content management, operational efficiency and technology requirements are in place for rapid, successful delivery of the digital products/services.
A deep understanding of the customer journeys, personas, product capabilities and key customer decision points will be leveraged to create holistic digital experiences that highlight the relevant array of solutions TIAA provides, and are instantaneous, flawless, simple and sustainable. This role will actively partner with the Product, Marketing, UX Design, Operations, Legal, Risk, Compliance, and Technology teams to deliver the best digital experience in the financial services industry.
KEY RESPONSIBILITIES AND DUTIES:
• Define future state vision for innovative technologies.
• Develop client roadmaps, program plans, business cases, and realization strategies to support our recommendations.
• Develop strategic insights, competitive research, benchmarking studies, and general analysis of new technologies.
• Develop various summary strategies surrounding digital transformation, digital marketing, content, commerce, mobile, UX, CX, and branding.
• Collaborate with a wide range of external and internal stakeholders to execute and deliver technologies to market
• Conduct qualitative and quantitative research on new technology capabilities and enablers including: market and vendor analyses, potential use cases and business value, technical feasibility and potential solutions, cost and timeline to implement etc.
• Summarize key research findings or project updates and present to leadership and stakeholders
• Ensure strategic success of digital products by monitoring business performance measures (KPI’s) for one or more customer services. Lead cross-functional team by establishing clear goals and priorities, and driving continuous improvements including engagement, channel optimization and usage.
• Monitoring health of digital services, identify and prioritize delivery of continuous improvements. Daily review of customer usage metrics and trends (Digitization, CTG, Completion Rates, Abandonment, etc.) and provide insights for continuous improvement opportunities for digital self-service applications.
• Independently manage overall planning and adoption process for new features and initiatives for designated service lines. Identify customer needs, experience maps, requirements (stories), and adoption tactics to maximize usage.
• Serves as lead contact and knowledge expert with assigned services. Maintain thorough knowledge of competitive environment, customer needs and digital usage trends and act as an advisor to designated business stakeholders.
• Leads cross-functional teams to align plans, resources and sequencing to maximize efficiency and achieve business outcomes.
• Develop fact-based persuasive business cases, plans and presentations.
• Understand legal, technical, operational, marketing, compliance or other related requirements of digital services and ability to influence necessary outcomes across functional areas
• Coordinate business development and marketing efforts with other individuals and departments as needed
QUALIFICATIONS:
• 8+ years of Digital Experience.
• Experience in mobile, social and digital assistance
• PREFERRED QUALIFICATIONS:
• Ability to build and foster relationships with key business partners
• Strong written and oral communications (clear)
• Experience analyzing, interpreting and acting on customer data and insights
• Experience managing across multiple functions and businesses at all levels of the organization
• Collaborator, effectively navigate complex organization structures
• Experience managing across multiple functions/businesses in matrixed environment.
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This organization is an equal employment opportunity (EEO) employer, dedicated to maintaining a work environment free of bias, harassment, discrimination and retaliation. As an EEO employer, this organization expressly prohibits discrimination, harassment, and retaliation on the basis of race, creed, ethnicity, color, age, religion, sex, sex stereotype, pregnancy (including childbirth, breastfeeding or related medical conditions where applicable), sexual orientation, gender, gender identity, gender expression, transgender, marital status, national origin, ancestry, physical or mental disability, requesting a reasonable accommodation based on mental or physical disability, medical condition (as defined by applicable law), genetic history and information, citizenship status, military or veteran status, or any other status protected by federal, state, or local law or ordinance or regulation (collectively referred to here as “protected characteristics”).
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