Mercedes D. Sullivan is VP, Storefront Architect, for the People Team at TIAA, leading AI-enabled employee experiences. Previously, she was VP, Head of People Team PMO, overseeing HR productization and agile transformation. Before TIAA, she led program delivery at Symphonic Strategies and was Head of Financial Services Custom Research at CEB (now Gartner), advising global financial institutions.
Recently, in an exclusive interview with Digital First Magazine, Mercedes shared her professional trajectory, insights on the role of AI and automation in the HR storefront, the secret mantra behind her success, future plans, words of wisdom, and much more. The following excerpts are taken from the interview.
Hi Mercedes. Please tell us about your background and areas of interest.
I have over two decades of expertise in technology, human resources, portfolio management, financial services and social impact consulting. My passion lies in driving growth, transformation, innovation, and inclusion to create a better world of work.
I was born in Mexico City and raised in Acapulco. I was a national tennis champion of Mexico and ranked in the top 30 globally as a junior—all while self-teaching high school. I earned a BA in International Studies from Boston College and an MA in the same field at the University of Sydney.
I’m married, a mom of two boys, and have two dogs who rule our home. I’m a geek at heart, captivated by the complexity of the human experience, and aim to collect as many joyful moments as possible.
What do you love most about what you do, and why?
The opportunity to learn and collaborate with a diverse range of stakeholders across the enterprise, all working towards a common goal—adding real value to our employees. I truly believe I have the coolest job in the world. Every day, I get to apply design thinking to create unique employee experiences, breaking down the silos that once defined how we operated as an organization and push ourselves to think differently about how to better deliver collectively. Plus, the chance to test AI-enabled solutions feels like being a kid in a candy store; the new possibilities of what we can do now are so exciting!
How do you stay up-to-date with emerging trends and technologies in HR tech, and what innovations are you most excited about incorporating into the storefront?
I block at least two hours a week for formal learning— webinars, podcasts, or events. This time is non-negotiable on my calendar. I’m also active on LinkedIn, following a range of HR practitioners, thought leaders, vendors, and analysts, including voices I might not always agree with. It helps me stay challenged and open-minded. I connect regularly with a small group of colleagues and others in similar situations, and I also look outside the HR space for inspiration; you never know what might translate effectively into HR until you try it. And I love sharing my lessons learned back with the community – at the end of the day, we are all playing for the same team with the goal of making the world of work better for all.
As for the storefront, I am most excited about the possibility of a scalable, personalized, inclusive AI-enabled experience for our associates.
What role do you see AI and automation playing in the HR storefront, and how do you envision it enhancing the employee experience?
Imagine a bot or app where employees can ask any question without worrying if it’s an IT, HR, finance, or facilities issue. They get personalized answers and, if it can’t help, instantly routes the question to the right human to assist. It could also push reminders like, “Change your password,” “Your training is overdue,” or “Your employee is celebrating an anniversary.”
Even better, what if it reminds you to take PTO because you haven’t rested or suggests a break when you’ve been in non-stop meetings? Finally, I’m also exploring how AI can help tailor communication to fit different needs—whether you’re an introvert, extrovert, neurodivergent, or prefer a different language—so everyone can be met where they are.
How can we balance the need for diversity and inclusion with the need for meritocracy and excellence in the tech field?
I believe the question assumes a false dichotomy between diversity/inclusion and meritocracy/excellence. In reality, inclusive hiring practices that attract a diverse pool of candidates lead to a more competitive and excellent team. By casting a wider net, removing biases, and reflecting our target market, we’ll find the best fit for our team and provide the most value to our customers. This approach drives innovation, understanding, and high performance – it’s not a trade-off, but a win-win.
You were recently recognized as one of the Top 50 Women Leaders of Charlotte for 2024. Our readers would love to know the secret behind your success.
Many skills that have helped me become resilient and successful came from my athletic days, like setting clear goals and focusing on the steps to achieve them. I don’t take myself too seriously and believe in going for my dreams – you either win or learn. I’ve also been incredibly lucky, born into a loving family, given opportunities to migrate, and meeting amazing people who’ve helped me grow. While I believe hard work is essential, I also think it’s important to acknowledge the significant role luck and circumstances play in success, and not overlook the advantages that have benefitted me along the way.
If you could have a one-hour meeting with someone famous who is alive, who would it be and why?
José ‘Pepe’ Mujica, the former president of Uruguay. Described as the ‘world’s humblest head of state,’ I deeply admire how he reached the highest level of office while remaining completely true to himself, living an austere lifestyle and donating most of his salary to charity. While I may not agree with all of his policies, I consider him a role model for his authentic, heart-led leadership and dedication to the greater good. His unwavering commitment to social justice and willingness to speak truth to power are truly inspiring, and I would love to learn more about his experiences and philosophies firsthand.
Is there a particular person you are grateful for who helped get you to where you are?
It truly takes a village – but mostly my loving parents that pushed me to believe in myself and entertained all my wild ideas even when they were not the norm; like skipping high school to play tennis with the promise that I would go back to school later. But here I must also include all the people that have told me ‘you are too___ and will not make it” – nothing like a ‘no’ to fuel you forward.
How do you keep your mind healthy and stay resilient? And how do you motivate your team?
My top priority is wholistic well-being. I start each day with a walk and quality time with my husband, ensuring I get enough sleep, exercise, and introspection to process my emotions and grow. I’ve added meditation and hired a coach to stay on track. With my team, I ensure we have clear common goals and empathize managing energy, not time. I encourage them to identify their life priorities and align their time accordingly. Most importantly, I remind them that everything they need is already within them – I just hold up a mirror to reflect that truth. And, I lead by example and make it a formal goal for everyone to take all their PTO, with at least two consecutive weeks off each year. You simply can’t win and grow without rest.
Where do you see yourself in the next 5 years?
I am not sure where, but I am solving messy tech-enabled problems aimed at bettering the human experience.
What advice would you give to women starting out on their career in the tech industry?
Don’t count yourself out without giving it a fair shot. I never thought I’d work in tech because “I’m not techie,” but I stumbled into it as a Business Analyst and fell in love with the industry. I started with practically zero tech background and my flip phone, but soon found my niche and thrived. I knew I’d never be the most technical person, so I crafted a plan to move to HR tech and become an expert in delivery. Give yourself that chance – you never know what you’re capable of until you try. And, the world needs your voice and representation more than ever!