Job Information

TIAA MD, Head of Design Strategy in New York, New York

Head of Experience Design Strategy

The Head of Design Strategy role establishes the craft of design strategy and lead a team to explore next generation customer experiences and identify unique opportunities that create value for our customers and our business. The job leads work that informs our future direction and priorities, tangibly connects vision to experience roadmaps, and ensures believable, inspiring and meaningful omni-channel experiences are grounded in customer insights.

Key Responsibilities and Duties

  • Lead 3-5 year vision journeys which serve to rally the organization and serve as north star for current and future directions and priorities for our product roadmaps.

  • Lead repository for emerging trends across social, political, technological, economic, and environmental categories.

  • Serve as the liaison between business and design strategy to deliver on future-forward business and client value through PESTEL modeling or related methodologies.

  • Merge what is happening externally with business and client needs.

  • Serve as a strategic thought partner on next generation experiences for other Leaders.

  • Manage, prioritize and deliver multiple strategic initiatives on time and on target.

  • Partner with design and research peers on the response to patterns identified across CX data and analytics, specifically as it relates to Design Strategy aligned work.

  • Scale the Design Strategy approach by modeling design led innovation and establish an innovation rotation to upskill the organization’s design thinking skills.

  • Lead a cross functional team to deliver on initiatives.

Educational Requirements

  • University (Degree) Preferred

Work Experience

  • 10+ Years Required

Career Level


Preferred Experience & Qualifications

  • 15+ years of experience with user experience, service design, design thinking, design research, anthropology, ethnography, behavioral science or related field

  • Experience hiring, leading, and managing a multi-disciplinary team

  • Experience in using a diverse set of methods & tools drawn from different functions, including (not limited to) Behavioral Design, Futurism, Interaction Design, Graphic Design, Service Design, Data Visualization, Strategy, Psychology, Ethnography, Human Centered Design, Systems Thinking

  • Masterful in synthesizing complex, interdependent insights and data

  • Driven to join our mission to address the 40% of America that is not ready for retirement and positively influence our customer’s experience

  • Record of successfully influencing and navigating complex products and matrixed corporate structures

  • Expert in building and sustaining team, stakeholder, and partner relationships across multiple disciplines and organizations

  • Mature interpersonal and people management skills

Base Pay Range: $210,000/yr. - $350,000/yr.

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).

Company Overview

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.

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/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 ( .

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


Privacy Notices

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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.