John Brandon Email Address

Managing Director

TIAA is a non-profit corporation that provides financial services to academic, research, medical, cultural and government fields. Their services include Retirement Plans, IRAs, Mutual Funds, Life Insurances etc.

Innovative strategic leader who leverages unique blend of technical skills and business acumen to lead highly-visible programs, develop cross-functional teams, and transform customer experiences. I currently serve as Managing Director of Channel Delivery and Innovation for TIAA’s National Contact Center (NCC), managing a talented team of dedicated individuals working tirelessly to drive a strategic roadmap and portfolio of initiatives through partnerships with IT, Operations, and other TIAA organizations. My privilege and responsibility - support and continuously improve the caller experience of our Retirement and Brokerage clients (~3M calls annually) and the 600+ associates who serve them. Execution against this vision rests on this primary journey - providing a seamless caller experience via our IVR and call routing systems, leveraging intelligence to deliver the participant to the consultant who's best fit to serve them, and providing the best desktop tools for our consultants to use to address the client’s needs. Having a diverse set of experiences throughout my 15+ year career (joined TIAA in 2007), I've developed the capability to understand the complicated details of technical solutions, while carefully balancing the sensitive nuances of managing business/customer expectations and experiences. I have a track record of leading complex initiatives, developing talent, and unifying employees of diverse backgrounds to commit to (and deliver upon) common goals. I served as Product Owner for our group's first Agile project team (saving over $2M in annual cost avoidance via a redesigned IVR experience), and currently lead innovation/delivery for the Telephony (IVR, call routing) and Desktop (Genesys Workspace, custom applications, consultant guidance tools, etc) channels for TIAA's largest inbound contact center. My background in contact center technology positioned me to lead a complex migration of the TIAA Enterprise to the Genesys Cloud platform, a multi-year, multi-million dollar effort achieving a significant reduction in annual expense, and positioning TIAA to spend less on future call center technology enhancements. In parallel with these efforts, I led a team introducing SMS/text message alerts for financial transactions to TIAA, working closely with Legal partners to find a way to offer a great customer experience while reducing risk and legal exposure to the company.