Senior Service Designer

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.

The Operational Services organization at Schwab partners with teams across the firm to deliver on service promises to Schwab clients. We are responsible for best-in-class service and protecting and safeguarding the assets of the firm and our clients, all while increasing scalability and efficiency.

Within Operational Services, the Transformation Solutions Team (TST) is a cross-functional group that drives transformation across Operational Services and the broader firm. We use a variety of methodologies, tools, and capabilities to drive large-scale change. We partner with teams across Schwab to deliver best-in-class experience, service, and processing solutions for our clients and advisors.

TST stewards Schwab’s Smart Processing strategy, which is at the center of Schwab’s sustainable competitive advantage. Smart Processing requires end-to-end ecosystem strategy, vision, planning, and execution. This drives tangible near-term benefits for Schwab and our clients, including greater scale via increased levels of automation, greater clarity into operational processes, and more efficient and personalized service. Smart Processing also drives our long-term strategy through creation of data assets that will power AI and Machine Learning applications, leading to even greater scale, personalization, and speed to market for Schwab’s next generation of products and features.

As a Senior Service Designer within TST, you will play a critical role in realizing the enterprise Smart Processing strategy. You will partner closely with leaders in our Product Management, Retail, Institutional, Digital, and Technology organizations to catalyze transformation outcomes. Your expertise will help drive data-based decision-making and surface the interplay between the people, processes, policy, and technology required to deliver Schwab’s services, so that it generates value for all who are involved. Your work will help businesses in Operational Services, and across Schwab, as they continue to evolve efficient, effective, and scalable experiences.

As a Senior Service Designer within TST, you will play a critical role in realizing the enterprise Smart Processing strategy. You will partner closely with leaders in our Product Management, Retail, Institutional, Digital, and Technology organizations to catalyze transformation outcomes. Your expertise will help drive data-based decision-making and surface the interplay between the people, processes, policy, and technology required to deliver Schwab’s services, so that it generates value for all who are involved. Your work will help businesses in Operational Services, and across Schwab, as they continue to evolve efficient, effective, and scalable experiences.

What you're good at

Design Research

• Using various qualitative and quantitative research methods to identify what is happening today and why, with a focus on surfacing moments that matter, points of friction, gaps, and opportunities, as experienced by both internal and external stakeholders
• Working collaboratively with business partners, service reps, and subject matter experts across business and technology teams to comprehensively document the lifecycle of a client request, from initiation to completion
• Understanding how our service reps use our tools to serve our clients and advisors and identifying opportunities for process improvements and automation
• Collecting and analyzing operational and customer data, including cycle times, requests that are not in good order, and task analyses
• Researching and documenting business rules, applications, data use and risks

Design Strategy

• Seeing a problem through multiple lenses; finding, analyzing, and presenting insights and framing problems in ways that make them easy for others to act on
• Simplifying and contextualizing complex processes and systems with visual tools like journey maps, service blueprints, and ecosystem maps
• Providing actionable insights for opportunities, possible interventions, and considerations for envisioning the ideal future state
• Aligning business partners, subject matter experts, and extended stakeholders on the current state problem definition, and collectively building a shared vision for the future state
• Ensuring the future state vision provides measurable value for all who are involved and aligns to broader Schwab goals
• Identifying specific improvement opportunities and facilitating prioritization with the stakeholder team

Facilitation and Co-creation

• Creating an environment that values individual perspectives and encourages sharing of information and ideas, while driving towards common goals
• Designing and facilitating workshops to foster a shared understanding of current experiences, problem definition, and to co-create the future state vision, strategy, and concepts. You are comfortable using virtual and in-person collaboration tools and methods
• Using various co-creation/generative research methods to develop early ideas and clarify requirements

What you have

Requirements:

• 5+ years’ experience as a service designer, design strategist or systems practitioner working on large transformation initiatives that improve the experiences for both internal and external audiences
• The ability to develop, communicate, and manage your own workplans for multiple projects
• Strong facilitation skills to effectively collaborate and build partnerships with business, product, platform, architecture, infrastructure, data, change management, legal and compliance, and other teams to deliver business value.
• Superior analytical capabilities
• Strong communication skills and ability to deliver complex information
• Advanced analytical, decision making, organizational, and creative thinking
• Strong visualization skills, including experience maps, user journeys and service blueprints
• Strong interpersonal skills and the ability to effectively engage with all levels of management

Preferred Requirements:

• Experience in the financial services industry
• Experience with Adobe CS