UX Lead, GenAI Client Experiences

Your opportunity

At Schwab, you are 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. 

At the heart of innovation at Schwab, the Artificial Inteligence (AI) Incubation and Enablement Team is where cutting-edge ideas come to life. Our mission is to develop new and novel AI applications that transform the way Schwab serves its clients, enhancing experiences and driving value across the organization. We don’t just solve today’s challenges, we anticipate tomorrow’s opportunities, pioneering solutions that position Schwab as a leader in financial services innovation. 

We are seeking a Senior UX Designer to lead Schwab’s GenAI client experience. This lead will partner closely with product, retail, business, and research to introduce GenAI to our customers and build their confidence in the product as it expands in scope. Your work will blend creativity, strategic thinking, and technical understanding to deliver experiences that not only meet today's user needs, but also anticipate tomorrow's possibilities. 

Schwab serves over 40 million customers, representing a breadth and diversity of technological sophistication, comfort, and interest. Our clients represent the broadest range of life stages, financial maturity, and geographic distribution. Although located in San Francisco, it will be your job to look beyond the Bay and design for all Schwab customers. Compassion, curiosity, and innovation will be your superpowers. 

You will design an evolving user journey that introduces GenAI to our customers in the Schwab way: approachable, conversational, and with the client’s best interests in mind. You will advocate for the customer, first and always. Your work will safeguard the customer’s trust in Schwab, build their comfort with AI, and grow their confidence in the financial future they build at Schwab. You will actively listen, readily learn, and quickly adapt experience designs to new feedback as we gather it, ensuring that as our product succeeds, our customers do as well. 

In addition to working with the product, engineering, and business teams, you will also work closely with AI researchers, compliance, and legal to ensure that we deliver an experience that is suitable for and in the best interests of our clients. 

What you’ll do 

• Design for specific users and experiences while keeping in mind the holistic client experience as our GenAI offerings grow to reach more customers 
• Collaborate closely with product and cross-functional partners to translate business and customer needs into an intuitive, welcoming, and impactful user experience 
• Brainstorm, whiteboard, and creatively problem solve with cross-functional partners to develop innovative solutions to the brand-new challenges that GenAI poses 
• Champion the user and adapt our plans and priorities in kind, following human-centered design principles and responding to data-driven insights 
• Work closely with partners to ensure ADA compliance as well as build with broad accessibility in mind 
• Translate complex and fledgling ideas into understandable concepts that respect constraints and evolve with the business and user needs 
• Participate in model validation to ensure we maintain a rigorous standard of user experience 
• Collaborate with product partners to distill MVPs and iterative deliverables from long-term product visions while ensuring a coherent user experience at every step 
• Partner with product and engineering to prioritize and set the strategy for the development roadmap 

What you have

Required Qualifications

• At least 7 years of UX experience
• At least 5 years leading UX projects 
• At least 3 years of experience working directly with engineers 
• At least 3 years of experience working directly with leadership and decision-makers
• At least 3 years experience with ADA compliance 
• BA/BS degree 
• A portfolio demonstrating user empathy and innovative solutions 
• Understanding of generative AI technology, architecture, and terminology 
• Demonstrable experience using/building generative AI solutions

Preferred Qualifications

• Outstanding visual, verbal, and written communication skills with demonstrated ability to communicate effectively with all levels of the organization 
• Familiarity with financial services and the regulations that apply to the industry 
• Strong business influence and storytelling 
• Ability to distill strategy, analytics, and varied sets of input to drive decisions across stakeholder communities 
• Building credibility with peers and key stakeholders (at all levels of the organization) to be able to drive action 
• Ability to develop multiple solutions to the same problem and identify the common failure modes associated with each 
• Passion for identifying user pain points, generating ideas to relieve them, and acting swiftly to test potential solutions