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TIAA Dir, Digital Products, Change Adoption Lead in Charlotte, North Carolina


TIAA is the leading provider of financial services in the academic, research, medical, cultural and government fields. We offer a wide range of financial solutions, including investing, banking, advice and education, and retirement services.


The Senior Lead Digital Product Manager job oversees a digital product end to end, in terms of its description, customer satisfaction, financial performance and value of the service. This job participates in the IT leadership and relationship management discussion about the shape and content of the digital product portfolio delivered by the organization. While establishing operational plans for their job area, this job creates a service improvement plan to improve the digital product portfolio.

Key Responsibilities and Duties

  • Defines the nature and scope of the product and its delivery impacts, and works with other planning roles, relationship managers and capacity planners to forecast demand for each digital product.

  • Monitors cost allocation, cost recovery and pricing plan within the overall context of the digital chargeback or pricing model.

  • Negotiates with other digital product managers about the allocation of costs from infrastructure components or services that are shared among multiple products.

  • Monitors digital product performance and directs product and/or marketing adjustments.

  • Hiring, training, developing, setting goals for, and evaluating staff; leading in the creation and direction of temporary project teams to support the design and launch of new products.

  • Gathers user requirements and designs digital products or developing enhancements, including technical design services, when appropriate.

Educational Requirements

  • University (Degree) Preferred

Work Experience

  • 5 Years Required; 7 Years Preferred

Physical Requirements

  • Physical Requirements: Sedentary Work

Career Level


Ensures the strategic success of digital initiatives by monitoring business performance measures (KPI’s) for a group of products/services spanning across Digital Storefronts. Drives adoption for their KPI (s) including engagement, growth, optimization and usage. Responsible for identifying all related efforts, communicating risks to delivery and evaluating opportunities for optimization and partnering with Product Managers, CX and leadership to incorporate feedback from end users.

This role will be accountable for developing a Change Management Strategy and playbook that will drive integrated results across Digital Storefronts through a consistent framework for change adoption. Working closely with product managers, this individual will have a comprehensive view of enhancements and will work with client facing teams to ensure adoption of new /enhanced experiences.

The successful candidate will provides input into the prioritization of the digital experiences for the assigned KPI(s). Initial focus will be on reduction of paper and reduced call volume.

This role will centralize a digital adoption program which will enable the product managers and their teams to focus on product strategy. In this role, you will actively partner with functions across the enterprise including Product, Finance, Operations, Technology, Business and Design teams to deliver the best digital experience in the financial services industry.

  • Determine the portfolio of Digital initiatives that drive key KPI(s) and be able to tell the story around customer needs, multi-year roadmap, strategic themes, portfolio backlog, and target experience maps.

  • Develop change management plans aimed at achieving/exceeding goals with clearly prioritized actions and adoption programs.

  • Ensure alignment with TIAA business priorities, overall digital strategy and broader customer value streams.

  • Support training efforts related to adoption plans

  • Data analysis ability and skilled at translating that data into patterns and insights to enhance the use of digital products.

  • Help to drive the product roadmap with input on the client usage and servicing perspectives to better guide the product evolution.

  • Presentation skills that take detailed inputs into formats and constructs that can be easily articulated to facilitate easily understood concepts that will impact broad audiences

  • Participate in analysis and root cause discussions with SME working groups to define problem statements, provide quantification, prioritization definition and document experiences.

  • Communicate with stakeholders of various levels on work product with defined benefits, success criteria etc. and collaborate on recommendations.

  • Develop executive management reporting packages to drive accountability and transparency of results

  • Provide direct reports with growth opportunities.

Required Skills:

  • 5 or more years' of experience with Program Management or Change Adoption.

  • 10 or more years' leadership experience in financial services or related industry.

Desired Skills:

  • Bachelor’s Degree or relevant discipline.

  • Change Management

  • Digital Transformation.

  • Technology and innovation experience and comfort.

  • Leader who inspires action, promotes smart risk taking

  • Skilled in opportunity analysis, translating need into solution recommendation and written/verbal communication.

  • Strong people skills and leader in a collaborative team environment.

  • Proficient in PowerPoint and excels at compelling presentation content.

  • Strong management presence and comfort in interacting with multiple groups at various levels.

  • Self-starter that excels working independently and collaborating across groups.

  • Highly organized and detail oriented.

Potential Salary: $194,100.00 USD

Actual base salary may vary based upon, but not limited to, relevant experience, time in role, base salary of internal peers, prior performance, business sector, and geographic location. In addition to base salary, the competitive compensation package may include, depending on the role, participation in an incentive program linked to performance (for example, annual discretionary incentive programs, non-annual sales incentive plans, or other non-annual incentive plans).

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 ( .

We are an Equal Opportunity/Affirmative Action Employer. We consider all qualified applicants for employment regardless of age, race, color, national origin, sex, religion, veteran status, disability, sexual orientation, gender identity, or any other protected status.

Read more about the Equal Opportunity Law here ( .

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


For residents of California, please click here ( to access the TIAA CA Applicant Privacy Notice.

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TIAA started out over 100 years ago to help ensure teachers could retire with dignity. Today, many people who work at not-for-profits rely on our wide range of financial products and services to support and strengthen their financial well-being.