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.
Charles Schwab's Retail Client Experience team is responsible for defining & executing the end-to-end experience for Retail clients and acting as the primary client experience partner to business and functional leaders throughout the company. This includes setting priorities for client segments, weighing in on what is needed to deliver those priorities, engaging as a point of escalation on business trade-offs, and providing feedback in how partners design specific solutions to meet client needs.
Reporting to the Director of Digital Retail Client Experience, the Senior Manager (individual contributor) will support strategy, development & execution, and ongoing management of Retail client experiences through Digital channels (Schwab.com and the Schwab Mobile App). This includes launching new capabilities or experiences on Schwab.com & Mobile as well as developing and executing client experience plans for enhancements. The Senior Manager will:
- Lead the business perspective for developing new experiences and features, partnering with Digital product owners and other business and functional leaders
- Act as the client experience executive stakeholder on Digital execution initiatives
- Source business reporting and analysis to support Digital client experience decisions
- Coordinate a rolling three month view of client and field communication plans for enhancements to the Digital experience
- Serve as the primary liaison for client-facing team training and knowledge management
The Senior Manager will work as part of a small collaborative team. They will build relationships with a wide range of stakeholders at all levels of the organization and across Schwab’s businesses. This individual must be a self-starter and a thought leader, approaching issues with a client-first mentality and leading stakeholders through structured decision-making processes. The individual must be able to cultivate strong partnerships and influence others outside their immediate team to execute on decisions made.
What you will gain:
- Opportunity to participate in major initiatives that impact how clients engage digitally with Schwab
- Meaningful exposure to a wide range of business leaders and executives, including strong support for further career development at Schwab
- Further develop skill set to drive structured problem solving, conduct robust analysis and influence decisions
- Develop credibility and rapport with key business partners as you learn more about Schwab business lines through work stream deliverables
What you have
Required Qualifications:
- 4+ years of work experience in strategy and/or client experience
- Bachelor’s degree
- High degree of comfort dealing with ambiguity in a dynamic and fast-moving work environment
- Superior communication skills, both written and verbal, with demonstrated ability developing materials and effectively presenting information
- Superior analytical skills, creativity in problem solving, and attention to detail
- Expert user of PowerPoint and Excel
- Personally and professionally aligned with Schwab’s vision and values, with a strong interest in our business
Preferred Qualifications:
- MBA preferred or equivalent post-MBA experience
- Prior financial services industry experience
What’s in it for you
At Schwab, we’re committed to empowering our employees’ personal and professional success. Our purpose-driven, supportive culture, and focus on your development means you’ll get the tools you need to make a positive difference in the finance industry. Our Hybrid Work and Flexibility approach balances our ongoing commitment to workplace flexibility, serving our clients, and our strong belief in the value of being together in person on a regular basis.
We offer a competitive benefits package that takes care of the whole you – both today and in the future:
- 401(k) with company match and Employee stock purchase plan
- Paid time for vacation, volunteering, and 28-day sabbatical after every 5 years of service for eligible positions
- Paid parental leave and family building benefits
- Tuition reimbursement
- Health, dental, and vision insurance
