CX Product Manager

Define and implement solutions for key experiences/channels within specific client journeys

Define and review KPIs to evaluate solution impact and effectiveness

Lead the Experience product management lifecycle for assigned platforms/channels

Understand and represent user needs

Collaborate with Product Managers, Technology, Design, and other teams to identify, prioritize, design, and deliver solutions

Champion Voice of Customer activities, including co-creation sessions, primary research, persona and empathy development, and journey mapping

Partner with cross-functional leadership to define roadmap priorities and maintain alignment with broader strategy

Drive feature/capability roadmap assessment and development across assigned areas/channels

Foster innovation and collaboration, leverage new technologies, and champion measurable change to build TIAA's customer experience brand

Requirements

5+ years of work experience required

7+ years of work experience preferred

University degree preferred

Experience in product management

Experience defining and implementing solutions for key experiences/channels within client journeys

Knowledge of KPIs and evaluating solution impact and effectiveness

Understanding and representation of user needs

Experience collaborating with Product Management, Technology, Design, and other teams

Experience with Voice of Customer activities, including co-creation sessions, primary research, persona and empathy development, and journey mapping

Experience contributing to roadmap priorities and alignment with broader strategy

Experience with feature/capability roadmap assessment and development

Analytical 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, and storytelling

Sedentary work physical requirement

No travel required

Core Competencies
Demonstrates expertise in product management, focusing on defining and implementing solutions for client journeys while leveraging analytical skills and collaboration to enhance customer experience. Proficient in Voice of Customer activities and capable of driving feature roadmap development aligned with strategic priorities.

Highest-signal resume keywords

Product Management

Voice of Customer Activities

KPI Evaluation

Roadmap Development

User Needs Representation

ATS Optimization Keywords
Hard Skills

Product Management

KPI Evaluation

Solution Implementation

Feature Roadmap Development

Journey Mapping

Primary Research

Persona Development

Empathy Development

Product Performance Monitoring

Data-Based Decision Making

Soft Skills

Collaboration

Analytical Skills

Continuous Improvement Mindset

Influence

Storytelling

Industry Keywords

Customer Experience

Client Journeys

Cross-Functional Leadership

Innovation

Co-Creation Sessions

#J-18808-Ljbffr