The rot is so deeply engrained in all aspects of the culture and at every level, it will never be fixed. TIAA is dying a slow death. The only question is who buys the corpse before it totally decays. The company was built on a mindset of a non-profit, entitlements, arrogance, and the overall belief that no matter what, plan sponsors and participants won't, and largely can't, leave TIAA. It worked for 100 years. But the world has changed...competition is greater, core clients are shrinking in their own businessness, laws have changed and the investing public has become more educated. Like the fall of any great empire, it's a complicated story - one that should be studied in business school case studies for years to come. If you work (or worked) here, consider yourself lucky - you got to pile up unheard of retirement contributions, get paid very well for the work you had to do and got to enjoy some of the riches of the empire before the fall. If you are still there, better get your exit plans in order...
Bumping from @vj+1jqfe7nn7, perfectly stated.