Director, Retail Client Experience

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(s).

In this role, you will own the end‑to‑end strategy for the Workplace‑to‑Retail experience. You will define the experience vision, identify the highest‑impact opportunities, and drive enterprise alignment on where and how to improve extension, retention, and long‑term client value. You will operate as a strategic thought partner to senior leaders—shaping decisions by clearly articulating options, tradeoffs, and recommendations that improve outcomes for both clients and the firm.

This role requires strong judgment, comfort operating in ambiguity, and the ability to influence outcomes across enterprises without direct authority.

What You’ll Do:

• Own the Workplace‑to‑Retail client experience strategy, ensuring alignment with Schwab’s growth priorities while protecting important Corporate Client relationships
• Lead the development of end‑to‑end journey maps that surface participant pain points, moments of delight, and the highest‑value extension opportunities
• Evaluate multiple solution paths and present clear, executive‑ready recommendations that outline tradeoffs, risks, and expected impact
• Define success metrics and use quantitative and qualitative insights to prioritize where Schwab invests across the participant journey
• Partner closely with Retail Field Operations, Workplace Experience, Offer, and Marketing teams to translate strategy into coordinated, scalable execution across channels and touchpoints
• Influence decisions across teams and senior leaders without direct authority, driving alignment and commitment to shared outcomes

What you have

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

Required Qualifications:

• Background in strategy, consulting, or client experience, including documentation of client journeys and experiences. 
• Demonstrated success as a strategic thinker with both a broad vision for engagement and the ability to dive into granular journey details to drive executive decision‑making. 
• Ability to navigate ambiguous problem spaces and drive alignment through structured problem framing and clear recommendations. 
• Strong executive communication and presentation skills, including experience presenting options, tradeoffs, and points of view to senior leaders.   
• Experience partnering and driving positive outcomes against cross-enterprise initiatives
• Bachelor’s degree or equivalent experience

Preferred Qualifications:

• Understanding of retirement and equity plans, industry experience a plus
• Experience working on or closely partnering with teams in Workplace Services
• Track record of influencing decisions by presenting well-structured options, tradeoffs, and recommendations
• Experience leading cross functional initiatives without direct ownership

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