Director, Client Experience Integration
Your Opportunity
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.
Our team, Retail Client & Field Experience, is part of the overall Retail Experience, Strategy, & Risk (RESR) organization, within Schwab’s Investor Services enterprise. Our team is specifically responsible for delivering positive and productive experiences for all Schwab retail clients - with particular focus on Core, High Net Worth, and cross-segment clients – and for the field teams who directly serve them. To do this, we lead initiatives to launch new or enhance existing client and field experiences; we act as the “voice” of the client and field for Core, HNW, and cross-segment efforts, and continuously seek ways to advocate for their needs.
What you'll do:
Reporting into the Managing Director, Retail Client & Field Experience, the Director, Client Experience Integration, will be an individual contributor responsible for leading strategic initiatives that span the different teams across our organization, and require coordination across those teams. The Director will also act as an integrator across the different partners who have an impact on client experience, working to ensure we have clear communications, awareness and partnership of the many efforts that touch our clients, and the field teams who serve them. They will be responsible for creating and maintaining cross-departmental relationships to enable the team’s success, as well as acting as a strategic advisor and thought partner to the Managing Director and other team leadership.
This role is charged with delivering high impact contributions across a range of “high stakes” strategic deliverables. The successful candidate 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 manage multiple programs, or workstreams within one program, prioritize resources effectively, cultivate strong partnerships, influence others outside their immediate team to execute on decisions made, and clearly communicate. This person will have a curious mind with a can-do attitude and think critically to articulate and solve problems, understand complex issues, and thrive in a complex, dynamic environment. They will rapidly comprehend complex situations and demonstrate an ability to distill decision optionality to leadership for strategic alignment.
Please note: this is an invidual contributor role and will have no direct reports. Also, it will be a hybrid work model, 4 days a week in-office 1 day from home.
What you have
Required Qualifications:
- Work experience in consulting, corporate development and/or internal strategy function
- Bachelor’s degree
- High degree of comfort dealing with ambiguity; comfort in a dynamic and fast-moving work environment
- A strategic thinker with strong business judgment and analytical skills, who is able to problem solve as issues arise
- Excellent project management skills, including attention to detail and the ability to multi-task and work efficiently (independently and with teams), to meet tight deadlines with minimal supervision.
- Strong relationship building and partnerships skills; a strong team player
- Superior communication skills, both written and verbal, with demonstrated ability developing materials and effectively presenting to executive audiences
- Expert user of PowerPoint and Excel
- Preference for prior experience in financial services including experience with financial products, financial services technology and/or the retail brokerage industry
Preferred Qualifications:
- MBA and/or equivalent post-MBA level experience preferred
- Prior experience in financial services preferred
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
What you are good at
What you have
Required Qualifications:
- Work experience in consulting, corporate development and/or internal strategy function
- Bachelor’s degree
- High degree of comfort dealing with ambiguity; comfort in a dynamic and fast-moving work environment
- A strategic thinker with strong business judgment and analytical skills, who is able to problem solve as issues arise
- Excellent project management skills, including attention to detail and the ability to multi-task and work efficiently (independently and with teams), to meet tight deadlines with minimal supervision.
- Strong relationship building and partnerships skills; a strong team player
- Superior communication skills, both written and verbal, with demonstrated ability developing materials and effectively presenting to executive audiences
- Expert user of PowerPoint and Excel
- Preference for prior experience in financial services including experience with financial products, financial services technology and/or the retail brokerage industry
Preferred Qualifications:
- MBA and/or equivalent post-MBA level experience preferred
- Prior experience in financial services preferred
Why Schwab?
At Schwab, “Own Your Tomorrow” embodies everything we do! We are committed to helping our employees unleash their potential and achieve their dreams. Our employees get to play a central role in disrupting a multi-trillion-dollar industry, creating a better, more modern way to build and manage wealth. We’re a modern financial services firm that stands apart from the industry, where you can go as far as your ambition takes you.
Hear from employees: What’s it like to work at Schwab!
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