Senior Manager, Retail Client Experience

Your opportunity

At Schwab, you’re empowered to make an impact on your career. Here, innovative thought meets creative problem solving, helping us “challenge the status quo” and transform the finance industry together.

We believe in the importance of in-office collaboration and fully intend for the selected candidate for this role to work on site in the specified location(s).

The Retail Client Experience team is responsible for defining, evolving, and delivering meaningful experiences for Core and High Net Worth (HNW) investors. The team partners closely with key enterprises (Investor Services, Operations, Marketing, Technology, etc.) to design and improve end-to-end experiences for various client segments, providing team members with opportunities to work on high visibility strategic initiatives. Examples of focus segments include Youths, clients preparing to transfer wealth, Inheritors, and Schwab Private Client Services (clients with $1M-$10M in Retail assets).

The Retail Client Experience team’s work spans strategy, offer design, product management, process improvement, and execution. Reporting to the Director, Retail Client Experience, the individual contributor Senior Manager will be responsible for serving as the Client Experience stakeholder for several initiatives simultaneously. Those responsibilities entail:

• Designing the end-to-end experience and strategy for specific client segments
• Conducting research to gain a deeper understanding of the opportunity(ies) that an initiative is focused on
• Developing frameworks and driving to decisions on which opportunities to prioritize
• Setting a vision for the segment, and a roadmap to get there, in partnership with key stakeholders at Schwab
• Influencing leaders and peers through both verbal and written (PowerPoint) communication to gain alignment on key decisions to advance how Schwab serves clients
• Standing up implementation programs to define requirements and facilitate delivery of the envisioned client experience, including working with relevant technology domains across the firm; engaging in discussions around trade-offs; and providing feedback to partners designing solutions
• Ensuring that the experience that is ultimately delivered is in line with what the Retail business envisioned

What You Will Gain:

• The opportunity to hone your skills across both strategy and execution
• Exposure to leaders in Schwab’s Retail business and partner organizations, positioning yourself for an impactful career at Schwab
• Significant variety in the subject matter that you work on, with high visibility to clients and senior leaders at the firm
• A tangible sense of accomplishment, as you see initiatives that you champion come to life and meaningfully improve how clients access the power of investing

What You Are Good At:

• Structured problem solving: You can bring order to an ambiguous problem, breaking it down into its key components and providing a framework that helps focus our thoughts and energy on what matters most
• Analysis / decision support: You can identify the key pieces of information that we must know to make a decision and can either find answers yourself or identify the partners who will help you get those answers. This includes the ability to structure and execute quantitative analysis, e.g. calculating how much an initiative might cost
• Storytelling and executive communication: You can communicate a strategy through executive-level PowerPoint materials, tailoring your message to the audience and telling a compelling story to drive to our desired outcomes
• Sequencing work into a series of steps: You can identify where we are on a body of work, our desired destination, and the steps or actions to take to reach that destination
• Planning and executing large & complex projects: You can identify a set of workstreams and deliverables necessary to execute on an overall objective; you can organize these workstreams into an overall program structure with associated timelines, stakeholders, and governance; and you can facilitate the execution of workstreams by working with partners to define the client experience, detail key requirements, and hand the requirements off to the relevant technology domains to execute
• Attention to detail: You have a strong system for tracking next steps / open questions to ensure that nothing (even less urgent items) falls through the cracks. You have processes for quality checking your own work and an intuition for information that “seems off” and merits further scrutiny, based on context and what you already know
• Adapting: You can adjust quickly to unexpected changes in priorities
• Learning: You can rapidly ascend the learning curve on new or unfamiliar topics, and you genuinely enjoy learning new skills or knowledge

What you have

Required Qualifications:

• 4+ years of work experience in Strategy and/or Client Experience
• Bachelor’s degree
• Superior communication skills, both written and verbal, with demonstrated ability developing materials and effectively presenting information
• Strong sense of urgency and a proactive approach
• Superior analytical skills, creativity in problem solving, and attention to detail
• Strong proficiency in PowerPoint and Excel
• Personal and professional alignment with Schwab’s vision and values, with a strong interest in our business

Preferred Qualifications:

• Prior experience in financial services, including experience with financial markets, products, and technology

In addition to the salary range, this role is also eligible for bonus or incentive opportunities.