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Tuition Financing Digital Properties Director
TIAA-CREF
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:
The TFI Digital Properties Directorposition manages the development and execution of the vision, strategy and roadmap for TFI’s digital channel with a focus on college savings products, online tools and services and best in class digital experience.
The TIAA-CREF Tuition Financing (TFI) Digital Properties/Integration team within the TFI Marketing organization is responsible for driving multi-channel experiences for TIAA-CREF Tuition Financing, Inc. (TFI); maximizing their reach and user impact; and supporting the business strategy in a digitally innovative and operationally efficient way. They work to drive new initiatives (e.g. online tools, integration with the larger TIAA-CREF organization) and reengineer existing processes to ensure that they are customer-centric (i.e., simple , human and engaging) and deliver against cross-sell, servicing effectiveness, and retention targets.
KEY RESPONSIBILITIES AND DUTIES:
• Lead the development and integration of product and service functionality (e.g., online customer service experience, online tools and resources, etc.) to support business acquisition, cross-sell and retention initiatives. (30%)
• Drive the direction, definition, and oversight of online customer experience projects in support of new and existing business strategies. (20%)
• Partner with TFI leadership to translate strategies into specific sequenced project initiatives considering scope, cost, feasibility, technology alternatives and business needs. (10%)
• Collaborate with key business stakeholders (Relationship Managers, Marketing Managers, technology, operations, info security, legal, A&O, and vendor partners) to ensure proper communication and consensus on program solutions, updates and execution strategies. (10%)
• Support budget and resource planning by establishing and maintaining overall budget/resource consumption relative to the plans. (5%)
• Drive research, monitoring and analysis of emerging online digital and user experience trends for the purpose of synthesizing and distilling knowledge into practical implications and recommendations. Provide direction for the development and use of metrics and web analytics to evaluate customer experience, performance and project success. (15%)
• Manage performance of team and assures effective performance of each team
QUALIFICATIONS:
Required Qualifications:
• 7+ years of digital technologies experience
• Series 6, 63, & 51
Preferred Qualifications:
• Bachelor’s Degree & MBA
• Experience managing concurrent projects from inception to implementation
• Worked across functions, businesses, divisions and management levels
• Demonstrated ability to organize and establish plans from ad hoc and inconsistent practices, establish disciplined processes, and specific objectives
• Experience spotting trends and translating them into effective business practices