Director, Creative/User Experience Lead – TIAA

Director, Creative/User Experience Lead - TIAA-CREF Trust Company, FSB Bank

Job Description TIAA-CREF is a Fortune 100 financial services company that is America's leading retirement system for people who work in the academic, research, medical and cultural fields. TIAA-CREF is headquartered in New York City, with major operations in Charlotte and Denver and some 65 offices nationwide. The company has a workforce of approximately 7,000 employees. The Customer Experience Group at TIAA-CREF Trust Company, FSB is responsible for defining the vision, leading strategic development and building a world-class customer/user experience for the TIAA-CREF Bank: maximizing its reach and user impact, and supporting its client acquisition, cross-sell and retention goals in digitally innovative and operationally efficient ways. We are looking for individuals who are intersted in being on the forefront of banking customer experience as we build out this new product offering to our participants. Position The Director, Creative/User Experience position within this group will be responsible for providing the leadership necessary to support the activities, performance and processes of the creative team and to ensure quality and timeliness of all creative deliverables. Solid candidates will be passionate champions for user experience, helping our Bank business partners and stakeholders understand the value of user-centric design and will always be looking for opportunities to refine our internal discipline to ultimately improve the quality of the experiences we deliver. Key Responsibilities Translate business strategies into design strategies, interactions, and visual solutions Work with business, operations and technology and other TIAA-CREF Enterprise LOB business partners to understand and determine implementation constraints Lead efforts to gather and develop business requirements and user needs specific to channel features, functionality, content and IA structures Manage all steps in the creative process, including staffing projects effectively (using both internal and external agency resources), providing clear creative direction, giving timely and helpful coaching to improve creative, and producing all work cost effectively and on-schedule Drive creative process during projects to ensure efficiency and visual and experiential coherence in presentation, logic, voice, function and feel Oversee and approve user experience deliverables including interaction requirements, user flows, wireframes, specifications and visual designs Manage the development of product feature prototypes for usability testing and proof of concept purposes Drives execution of improvements and application of best practices to enhance creative workflow Initiate and leads projects to improve overall site usability by continuously evaluating current user behavior and site design and structure Communicate and collaborate with TIAA-CREF Enterprise Digital team members on user experience design and content strategies Actively engage in user experience community to keep abreast of trends best practices in interactive design, rich media, information design, emerging technologies and applications. Incorporate as appropriate into user experience practice and site design Qualifications Ten or more years of user experience expertise or related field Seven or more years in leadership roles in user experience Intimate knowledge of, and experience with digital technologies and businesses, with a strong consumer orientation Proven track record in designing and delivering a customer-centric website - end to end user experience design and implementation process from customer research to technology delivery and testing Experience in leveraging external user experience partners Working knowledge of content management systems Strong interpersonal, influencing and communications skills (written/verbal)