Sr Manager, Retail Client Experience

Job description

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 set of workstreams and deliverables necessary to execute on an overall objective. You can organize these workstreams into an overall program structure with associated timelines, stakeholders, and governance. Additionally, you can facilitate the execution of workstreams by working with partners to define the client experience, detail key requirements, and hand the requirements off to the relevant technology domains to execute

Diligence: You have a strong system for tracking next steps / open questions to ensure that nothing (even less urgent items) falls through the cracks. You have processes for quality checking your own work and an intuition for information that “seems off” and merits further scrutiny, based on context and what you already know

Adapting: You can adjust quickly to unexpected changes in priorities

Learning: You can rapidly ascend the learning curve on new or unfamiliar topics, and you genuinely enjoy learning new skills or knowledge

What you have

To ensure that we have fulfilled our promise of 'challenging the status quo,' this role has specific qualifications that successful candidates should have.

Required:

4+ years of work experience in Strategy and/or Client Experience

Bachelor’s degree

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 business

Preferred:

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

In addition to the salary range, this role is also eligible for bonus or incentive opportunities.

What’s in it for you

At Schwab, you’re empowered to shape your future. We champion your growth through meaningful work, continuous learning, and a culture of trust and collaboration—so you can build the skills to make a lasting impact. 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

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Worksite address

austin, TX, 78716, US

Who can apply

Review the original listing for work authorization, qualifications and employer requirements.