Sr Manager, Retail Client

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.

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, Retail Extension, 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 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…