Head, Customer,Strategy Head, Customer,Strategy …

in Charlotte, NC, United States
Permanent, Full time
Be the first to apply
in Charlotte, NC, United States
Permanent, Full time
Be the first to apply
Head, Customer,Strategy
All companies + Hiring difference makers. ☰ Head of Customer Experience Vision & Strategy New 💼 TIAA 📅 6 days ago Post Date Apply for Job Share this Job COMPANY OVERVIEW:

TIAA is a unique financial partner. With an award-winning track record for consistent performance, TIAA is the leading provider of financial services in the academic, research, medical, cultural and government fields. TIAA has $1.1 trillion in assets under management (as of 6/30/2019) and offers a wide range of financial solutions, including investing, banking, advice and guidance, and retirement services.

For more information about TIAA, .


The Head of CX Vision and Strategy will play a critical role in defining and driving the strategic agenda that shapes the end to end customer experience across channels and segments. This is a highly visible and influential role involved with critical cross-business responsibilities and the incumbent will operate with enterprise senior leadership as a thought leader, trusted advisor and strategic partner.  The CX Vision and Strategy will provide advice and counsel to executive and senior leadership on a broad range of customer and business related areas.

  • Setting the CX vision and direction for what the desired client experience should look like
  • Revealing interdependencies between the different teams and functional groups across TIAA
  • Driving alignment across the organization around current challenges and the requirements of successful experience delivery
  • Informing priorities with a value-based view of where to begin
  • Creating a shared understanding of how the enterprise works
  • Define and articulate the TIAA CX and Digital vision and strategy and create a multi-year and plan that will drive significant change and improvements to key performance indicators
  • Outline the communication of business strategy for CX and Digital to ensure consistency in messaging
  • Partners in the development and measurement/reporting of progress against strategic objectives by using business data and metrics to support strategic decision making (scorecards, dashboards, executive summaries, etc.)
  • Defines and manages capability requirements to execute the CX and Digital agenda
  • Promotes culture of customer centricity and the employee experience that supports execution of the CX and digital agenda

Required Qualifications:

  • BA/BS
  • 8+ years of financial services experience which includes: customer research and analytics techniques, strategy, process improvement, human-centered design and performance management.

Desired Qualifications:

  • MBA
  • Experience includes data analytics, data science, and reporting tools
  • Experience planning, conducting, and communicating the findings from user research (qualitative and quantitative)
  • Prior experience in presenting business concepts and technical solutions to senior leadership

Equal Employment Opportunity is not just the law, its our commitment. Read more about the .

If you need assistance applying due to visually or hearing impaired, please email .

We are an Equal Opportunity/Affirmative Action Employer. We will 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 legally protected status.

Additional Information
  • Requisition ID: 1725733
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