Senior Manager, Retail Client Experience

Your opportunity

*In addition to a base salary (range posted), this role is also eligible for bonus or incentive opportunities* 

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 as listed. 

The Retail Client Experience team is responsible for defining, evolving, and delivering meaningful experiences for Schwab clients. The team partners closely with key enterprises (e.g., Investor Services, Operations, Marketing, Technology) to design and improve end-to-end experiences for various client segments and situations, providing team members with opportunities to work on high visibility strategic initiatives. Examples of potential focus areas include new to firm clients, self-directed investors, and clients receiving status updates on key transactions (e.g., trading, money movement).

The Retail Client Experience team’s work spans strategy, offer design, product management, process improvement, and execution. Reporting to the Director, Core 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 strategy and experience for specific client segments, situations
• Conducting research to gain a deeper understanding of the opportunities that an initiative is focused on
• Developing frameworks and driving to decisions on which opportunities to prioritize
• Setting a vision 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 we deliver 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 championed come to life and meaningfully improve how clients access the power of investing

What you have

Required

• 4+ years of work experience in Strategy and/or Client Experience
• Superior communication skills, both written and verbal, with demonstrated ability developing materials and effectively presenting information
• 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 busines

Highly Preferred however not required

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