Customer Advocacy Specialist

Teachers Insurance and Annuity Association-College Retirement Equities Fund (TIAA-CREF New York, New York), is one of the largest and most respected financial service providers in the world. For more than 85 years we’ve been dedicated to serving the financial well-being of an extraordinary group of people – those working in the academic, medical, cultural, and research fields.Financial Services
Responsibilities:

Create a powerful customer experience and ensure a high quality and consistent level of service across our customer base.

Drive requirements for a seamless customer experience during a major systems migration.

Improve end-to-end customer processes and develop cost-effective strategies for serving customers' unmet needs.

Working closely with Marketing, drive the development of strategic customer segments and develop segment business plans, which will include recommended value propositions and service delivery models.

This position will reside in Charlotte, NC or Denver, CO and will require moderate travel.


As a TIAA employee, you have access to a highly competitive benefits package that includes the following plans: Retirement, 401(k), including an excess plan, Medical coverage, including prescription drug coverage, Dental coverage, Vision care, Long- and short-term disability, Life insurance, Flexible spending accounts, Paid time off, Work/life programs, Tuition reimbursement, Adoption assistance, Fitness reimbursement, Commuter benefits, and Back-up childcare.
REQUIREMENTS


Requirements:

Bachelors' Degree and 7-10 years of demonstrated experience in developing business strategies to create a superior customer experience.

This position requires prior experience managing customer expectations and driving business requirements in an organization that has gone through a major system transition or migration.

Comprehensive knowledge of financial services. Strong focus on customer segmentation and customer service.

Direct customer experience with financial services products, including retirement, mutual fund, and life insurance is preferred.

Database development, data mining, and analytical skills. Detail-oriented; results-driven, and strong follow-up skills.

Experience in leading projects through execution, understanding work processes, and facilitating discussion groups.

Self-starter, innovative and creative. Proven ability to think strategically yet able to translate conclusions into tactics.

Sound decision-making, judgment, and communication skills. Strong presentation skills.

Six Sigma experience a plus