Digital Product Manager - Service Communications

We are seeking an experienced Digital Product Manager to champion the customer and participant voice while driving ROI-focused improvements to TIAA's service communications platform. This role will translate customer experience insights and technology enhancements into strategic communications initiatives that deliver measurable business value.

Key Responsibilities:

• Serve as the primary advocate for customer and participant needs within the service communications domain, ensuring all platform enhancements align with user expectations and business objectives
• Prioritize communications platform enhancements based on comprehensive ROI analysis, balancing customer impact with resource investment and business outcomes
• Define detailed functional and technical requirements for service communication templates, ensuring scalability, personalization, and regulatory compliance
• Develop and maintain the strategic service communications roadmap, aligning short-term tactical improvements with long-term vision and business goals
• Create compelling narratives and executive-level presentations to communicate product strategy, progress, and ROI to senior leadership and key stakeholders
• Collaborate with cross-functional teams including customer experience, technology, compliance, and operations to ensure seamless implementation of communication improvements
• Analyze customer feedback, engagement metrics, and business performance data to continuously optimize communication effectiveness
• Partner with legal and compliance teams to ensure all communications meet regulatory standards while maintaining exceptional user experience

Required Qualifications:

• 5-7+ years of digital product management experience with demonstrated expertise in customer communications or similar domain
• Proven track record of translating customer insights into actionable product requirements and measurable business outcomes
• Strong analytical skills with experience conducting ROI analysis and data-driven decision making
• Exceptional storytelling abilities with experience presenting to C-level executives and senior stakeholders
• Deep understanding of customer experience principles and ability to advocate for user needs
• Experience with communications platforms, template management systems, and personalization technologies
• Strong project management skills and experience working in agile environments

This role offers the opportunity to directly impact how TIAA communicates with millions of participants while driving significant business value through strategic platform improvements.

               

Company Overview

At TIAA, we're on a mission to build on our 100+ year legacy of delivering for our clients while evolving to meet tomorrow's challenges. We equip our associates with future-focused skills and AI tools that enable us to advance our mission. Together, we are fighting to ensure a more secure financial future for all and for generations to come. We are guided by our values: Champion Our People, Be Client Obsessed, Lead with Integrity, Own It, and Win As One. They influence every decision we make and how we work together to serve our clients every day. We thrive in a collaborative in-office environment where teams work across organizational boundaries with shared purpose, accelerating innovation and delivering meaningful results. Our workplace brings together TIAA and Nuveen's entrepreneurial spirit, where we work hard and work together to create lasting impact. Here, every associate can grow through meaningful learning experiences and development pathways—because when our people succeed, our impact on clients' lives grows stronger.

Benefits and Total Rewards

The organization is committed to making financial well-being possible for its clients, and is equally committed to the well-being of our associates. That’s why we offer a comprehensive Total Rewards package designed to make a positive difference in the lives of our associates and their loved ones. Our benefits include a superior retirement program and highly competitive health, wellness and work life offerings that can help you achieve and maintain your best possible physical, emotional and financial well-being.

To learn more about your benefits, please review our Benefits Summary.

Equal Opportunity

We 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.

See our full Equal Employment Opportunity & Non-Discrimination statement below. You can read more about your rights and view government notices here.

Accessibility Support

TIAA 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: (800) 842-2755

Email: accessibility.support@tiaa.org

Drug and Smoking Policy

TIAA maintains a drug-free and smoke/free workplace. Please see our Drug-Free and Smoke-Free Policy to learn more.

Privacy Notices

For Applicants of TIAA, Nuveen and Affiliates residing in US (other than California), click here.

For Applicants of TIAA, Nuveen and Affiliates residing in California, please click here.

For Applicants of TIAA Global Capabilities, click here.

For Applicants of Nuveen residing in Europe and APAC, please click here.

We 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.

Read more about your rights and view government notices here.