Senior Manager - Client Experience, Digital Services

Charles Schwab Corporation San Francisco, CA
Description:

San Francisco - CA, BRCAS2, 211 Main Street, 94105

Paul Medina Guevara

0612-41508

We believe that, when done right, investing liberates people to create their own destiny. We are driven by our purpose to champion every client's goals with passion and integrity. We respect and appreciate the diversity of our employees, our clients, and the communities we serve. We challenge conventions strategically to create value for our clients, our firm and the world. We live and bring to life the concept of 'own your tomorrow' every day. We champion our employee strengths, guide their development, and invest in their long-term success. We hire optimistic, results-oriented, curious, innovative, and adaptable people with the desire to help our clients and one another succeed.

As a company, we were established by Chuck over 40 years ago to champion Main Street over Wall Street, and to help Americans transform themselves from earners to owners. Through advocacy and innovation, we work to make investing more affordable, accessible and understandable for all. As we enter our fifth decade, we are looking for talented, innovative and driven people who believe they can help themselves, and our clients, create a better future.

Our Opportunity:

Charles Schwab Digital Service is responsible for delivering innovative, best-in-class solutions. We are obsessed with solving customer needs. We want every interaction to be simple and easy. We collaborate with user experience and design, business and technology partners across the enterprise to build software experiences our users' are passionate about.

We are looking for product and customer champions to help us craft the future of Schwab's digital platforms. We are on a journey to build the future of financial services for our retail and advisor clients. We help our retail clients plan for their future and they are passionate about the tools and experiences we provide. We provide independent advisors access to digital tools designed to attract and retain their clients, as well as profitably grow, compete and succeed in their business efforts.

You will be part of the Digital Services team at Schwab, focused on improving the customer journey for our clients. Our mode of working is insights-driven and focuses on rapid iterations to drive innovation and transformation. Ideal candidates enjoy fast-paced environments, thrive under ambiguity and drive change passionately. This is a unique opportunity to grow and transform our business through driving significant step-change in our time to market, building more integrated client-centric experiences, and enabling project success via cross-functional coordination and ownership.

Are you interested in shaping the product roadmap and vision that impact millions of users? Are you obsessed with solving customer needs and passionate about the full end to end client experience? Are you a systems-level thinker that cares about the details? We would love to talk to you about this role!

The team is responsible for:

* Strategy - Setting ambitious and clear production vision for designing re-usable utilities across multiple journeys.

* Execution - On all aspects of technology product development including the definition, creation, development and implementation through a prioritized backlog of product features.

* Client Focus - Develop a deep understanding of the target market, build close relationships with key stakeholders and define business strategy for cross-enterprise utilities.

* Partnership - Support client-facing employees in delivering for our clients (specifically web and mobile strategies) by integrating the end to end client experience.

What you'll do:

Product and customer champion

As a Senior Manager on this team, you will be a part of the design and build of our future platform vision for onboarding independent advisors to Schwab's custody platform. Your responsibilities will include:

* Foster an in-depth understanding of the ways that Schwab supports advisors turning independent, and the key ways in which Schwab can improve the delivery and quality of those services, products, and tools

* Deliver data-driven insights, producing recommendations and business cases to support actionable strategic direction and business prioritization to drive improvements in our offer

* Identify success metrics and develop reporting to track progress against goals and present results, insights and recommendations to management

* Understand the technology landscape that set new advisor expectations for their Schwab experience – including 3rd party technology platforms and other custodial capabilities

* Partner with stakeholders across the business, including: channel organizations (service centers, online), Marketing, Operations, Legal, Supervision, and Compliance, to drive initiatives forward

What you have:

* 7+ years relevant experience

* Financial Services industry experience

* A passion for digital innovation and commitment to superb client experience, with the curiosity to continually reevaluate existing designs

* Experience in successfully gathering insights and understanding client needs, attitudes and emotions to design and/or position products and services

* Ability to synthesize data, identify opportunities, make recommendations and create a plan to deliver experiences that meet the needs of independent advisors

* Relationship-building skills, including ability to influence and build consensus across all levels of the organization

* Skill at operating at both strategic and tactical levels, including proven experience managing products or services and well as the implementation of projects with cross-functional teams

* Comfort with ambiguity with an ability to learn quickly and thrive in a complex, dynamic environment – all with a positive attitude and solid work ethic

* Self-starter with outstanding organizational skills and ability to track multiple priorities (varying in scope and complexity) going on all at once with little supervision

* Ability to make significant progress with minimal direction

* Leadership and relationship-building skills, including ability to influence and build consensus across all levels of the organization

* Exceptional written and verbal communication skills, including ability to effectively present to all levels of the organization, including senior management

* Ideal candidate would have strategy consulting experience either in-house or in a consulting firm

* Financial Services industry experience preferred

What you'll get:

* Comprehensive Compensation and Benefits package

* Financial Health: 401k Match, Employee Stock Purchase Plan, Employee Discounts, Personalized advice, Brokerage discounts

* Work/Life Balance: Sabbatical, Paid Parental Leave, New Mothers returning to work Program, Tuition Reimbursement Programs, Time off to volunteer, Employee Matching Gifts Program

* Everyday Wellness: Health and Lifestyle Wellness Rewards, Onsite Fitness Classes, Healthy Food Choices, Wellness Champions

* Inclusion: Employee Resource Groups, Commitment to diversity, Strategic partnerships

* Not just a job, but a career, with an opportunity to do the best work of your life

Learn more about Life@Schwab.

Charles Schwab & Co., Inc. will consider for employment qualified applicants with criminal histories consistent with San Francisco ordinance 17-14 and federal law and regulations applicable to Charles Schwab.

Charles Schwab & Co., Inc. is an equal opportunity and affirmative action employer committed to diversifying its workforce. It is Schwab's policy to provide equal employment opportunities to all employees and applicants without regard to race, color, religion, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), gender identity or expression, national origin, ancestry, age, disability, legally protected medical condition, genetic information, marital status, sexual orientation, protected veteran status, military status, citizenship status or any other status that is protected by law. Schwab also does not discriminate against applicants or employees because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. At Schwab, we believe that every employee, through their diverse abilities and experiences, can contribute to our growth, innovation and client loyalty. We embrace diversity and are committed to providing equal opportunity to all employees and applicants. If you have a disability, and require reasonable accommodations in the application process, call Human Resources at 800-725-3535. We will be happy to assist you. Schwab will only share your accommodation request with those individuals who have a specific need to know. The request for an accommodation will not affect Schwab's hiring decisions. All other submissions should be performed online.

Job Specifications Relocation Offered?:NoWork Schedule:DaysLanguages:English - spokenCurrent Licenses / Certifications:NoneRelevant Work Experience:Project Management-6+ yrs, Financial Services-6+ yrs, Project Management-2-5 yrs, Product Development-2-5 yrs, Financial Services-2-5 yrs, Product Development-6+ yrsPosition Located In:TX - Austin, CO - Lone Tree, CA - San FranciscoEducation:BA/BSJob Type:Full Time

Category:Digital Services

Activation Date: Tuesday, June 12, 2018

Expiration Date: Wednesday, July 4, 2018

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