Manager, Experience Product Manager

TIAA

. Gather requirements across product development teams and stakeholders to determine development priorities .

Posted 9/18/2026full-timeCharlotte • North Carolina • United StatesMid-LevelSenior💰 $121,000 - $143,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in product management for customer-facing digital experiences, with a strong focus on mobile app development, analytics, and leveraging AI technologies to enhance user engagement and compliance. Proven ability to collaborate across cross-functional teams and drive innovation through data-informed decision-making.

Highest-signal resume keywords

Product Management ExperienceMobile App DevelopmentAI-Powered Product ManagementCustomer Research MethodologiesCross-Functional Team Collaboration

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Product Roadmap DevelopmentKPI AnalysisCustomer Effort Score (CES)Digital Engagement MetricsAnalytics FrameworksBehavioral Data AnalysisCompetitive IntelligenceAI Tools UtilizationExperience DesignImplementation of Solutions

Soft Skills

Customer EmpathyCollaborationInnovationCommunicationLeadership

Tools & Technologies

DynatraceAI TechnologiesAnalytics Tools

Industry Keywords

Financial ServicesRetirement Plan RecordkeepingComplianceClient TrustCustomer Experience

About the role

Key responsibilities & impact

Gather requirements across product development teams and stakeholders to determine development priorities
Develop 12- to 18-month product roadmaps for TIAA's participant mobile app
Design and implement solutions supporting the Experience Product roadmap
Define and monitor mobile app success metrics, including Customer Effort Score, digital channel initiation, and client health and business metrics
Identify customer touchpoints and ensure seamless integration across digital, operational, and service interactions
Cultivate customer empathy through call listening sessions, watch parties, Dynatrace reviews, and direct participant engagement
Collaborate with Experience Product, Technology, and non-technology partners
Partner with designers, content strategists, engineers, researchers, analytics professionals, operations leads, legal, risk, compliance, and fraud teams
Engage control partners early to assess business risk and balance client experience with compliance and controls
Analyze KPIs including CES, NPS, digital engagement metrics, and other leading indicators
Establish success metrics and analytics frameworks for experience performance reporting
Use client research, behavioral data, and competitive intelligence to inform product decisions
Continuously test, learn, and iterate using quantitative and qualitative feedback
Make evidence-based recommendations to leadership on investment priorities and trade-offs
Foster innovation and use emerging technologies, including AI, to advance TIAA's institutional client experience
Develop a point of view on AI transformation of the mobile app while maintaining compliance and client trust
Use AI tools and prompt development to improve work efficiency and partner collaboration

Requirements

What you’ll need

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
University degree preferred
7+ years in product management roles with increasing responsibility preferred
Experience in mobile app product management preferred
Experience designing, implementing, or managing AI-powered products or features preferred
Knowledge of the retirement plan recordkeeping ecosystem preferred
Experience in financial services preferred
Proficiency with analytics tools and customer research methodologies preferred
Demonstrated ability to foster innovation and champion measurable, impactful change preferred
Experience leveraging emerging technologies to enhance customer experience preferred
Track record of building competitive customer experience capabilities preferred
Ability to work in a collaborative in-office environment

Benefits

Comp & perks

Superior retirement program
Competitive health, wellness, and work life offerings
Financial, emotional, and physical well-being support
Meaningful learning experiences and development pathways
AI tools and future-focused skills development
Performance-linked incentive program may be available, depending on the role