Director, B2C Strategy and Experience

B2C Strategy & Experience

The B2C Strategy and Experience (B2C Strategy) team partners across lines of business to deliver the best individual participant and business outcomes. The team is focused on aligning enterprise segments, strategy and experiences to help our ~5 million participants achieve their financial retirement goals.  The B2C Strategy team works closely with senior leaders across TIAA to solve their most critical B2C strategic and operating model challenges. The team is focused on growing, deepening and retaining relationships with individual participants/clients across the Retirement, Retail and Wealth Management businesses.

The team develops comprehensive strategies, aligns incentives to achieve B2C priorities, and makes recommendations on high level B2C process/experience improvements needed to better serve participants. The team works collaboratively with partners across the enterprise including Retirement, Wealth, Product, Advice, Finance, Risk, Legal, Compliance, Technology, Operations, and Servicing.  

Key Responsibilities and Duties

• Owns significant pieces of an entire B2C project workstream, helping to build and execute qualitative and quantitative analyses required with little oversight
• Partners with project team members to quickly synthesize and interpret data to address key strategic, process or participant experience change
• Works with others to identify major issues and actionable opportunities, design solutions and quantify potential bottom-line financial impact across portions of a workstream
• Monitors medium to long-term business trends/outlooks, gathering competitive intelligence to contribute to strategic business planning discussions with leadership.
• Synthesizes impactful findings, develop recommendations, and help present recommendations to senior management
• Participates in client interviews / working sessions to gather baseline information; independently requests needed information and follows up with clients
• Builds trusted advisor relationships with key client stakeholders
• Leads part of a B2C workstream or an entire workstream, potentially working with other analysts on that workstream; escalates issues and risks
• Makes high level recommendations to improve individual participant experience and service across TIAA

Educational Requirements

• University (Degree) Preferred

Work Experience

• 5+ Years Required; 7+ Years Preferred

Physical Requirements

• Physical Requirements: Sedentary Work

Career Level
9IC

Required Qualifications:

• 5+ years strategy, analytics, and process improvement experience

Preferred Qualifications:

• 7+ years strategy, analytics, and process improvement experience
• University degree in Economics, Finance, or Process Improvement
• Strong verbal and written communication skills with experience interacting with senior leaders
• Previous experience in wealth management or customer strategy
• Strong proficiency w/ Microsoft suite of products (PowerPoint, Excel, Word, Outlook)
• Previous coding experience

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Anticipated Posting End Date:

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). 

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Company Overview

Every worker deserves a secure retirement. For more than 100 years, TIAA has delivered it for millions of people. Founded to help educators retire with dignity, today weʼre a market-leading retirement company fueled by world-class asset management. But weʼre not just another legacy financial services firm. Weʼre fighting harder than ever before for our clients and the many Americans who need us.

Our Culture of Impact

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.

Our full EEO & Non-Discrimination statement is on our careers home page, and 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: [email protected]

Drug and Smoking Policy

TIAA maintains a drug-free and smoke/free workplace.

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.