Sr. Manager, Digital Insights & Performance

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. 

Digital Retail is a group within our Retail business that leads strategy and delivery for all of Schwab’s retail digital channels and experiences (Schwab.com and the Schwab mobile app). In Digital Retail we empower investors to Own Their Tomorrow by delivering industry-leading, exceptional digital experiences, supporting ~10 million unique monthly users and 150+ million monthly logins. 

Role Summary

Reporting to the Director of Strategic Planning & Insights on the Digital Retail team, the Senior Manager, Digital Insights & Performance owns the executive intelligence and performance reporting layer for Digital Retail. This role will build a unified Voice of Client capability, establish self-service competitive intelligence, own Digital Retail OKR reporting, and develop executive reporting for the key client, business, operational, and competitive metrics leadership should use to understand performance and prioritize action. This is a build-and-operate role for a data-savvy leader who can partner across Journey Analytics, Data, Product, Finance, and Research teams to translate fragmented inputs into clear, decision-ready guidance for senior leaders. The role will scale impact through self-service reporting, standardized templates, AI-enabled workflows, and clear governance over metric definitions and reporting routines. 

Key Responsibilities

Voice of Client Intelligence

• Stand up a unified Voice of Client capability with a shared taxonomy, theme clustering, sentiment analysis, and close-the-loop tracking across survey, feedback, and behavioral sources. 

• Establish a single, trusted view of client sentiment that product, design, and leadership teams can self-serve, replacing fragmented and one-off reporting. 

• Partner with Research, Voice of Client, and Data teams to ensure inputs are accurate, consistently classified, and connected to the journeys and capabilities they describe. 

Competitive Intelligence & Benchmarking

• Build and maintain self-service competitive intelligence dashboards, including feature parity trackers, and gap scoring frameworks. 

• Operate a competitive trend monitoring capability, including competitor release tracker, investment heatmap, and gap trend reporting, that keeps leadership ahead of market moves. 

Executive Reporting, Storytelling & AI Enablement

• Build and maintain executive-level reporting that gives Digital Retail leaders a clear view of the client, business, operational, and competitive metrics that matter most. 

• Partner with Journey Analytics, Data, Product, and Finance teams to source trusted inputs while avoiding duplication of journey-level analytics ownership. 

• Turn complex client and competitive data into clear, decision-oriented narratives and executive-ready materials that articulate what matters, why it matters, and what leaders should do next. 

• Own the Digital Retail OKR operating model, including recurring progress tracking, narrative synthesis, executive-ready updates, and follow-up on risks, dependencies, decisions, and ownership gaps. 

• Improve the clarity, consistency, and repeatability of executive scorecards, dashboards, OKR reporting, and leadership reporting artifacts, ensuring leaders can self-serve trusted insight and quickly understand implications. 

• Identify and drive AI and automation use cases, including approved Copilot-style tools, to accelerate synthesis, summarization, and reporting, validating outputs with sound judgment and appropriate governance for a regulated environment. 

What Success Looks Like

• Digital Retail has one trusted, self-service view of client sentiment and competitive position, replacing fragmented reporting. 

• Leaders can see where Schwab is winning or losing against competitors and act on it faster. 

• Investment decisions are consistently grounded in sized opportunities and clear evidence. 

• Digital Retail leaders have a consistent executive reporting view of the key client, business, operational, and competitive metrics that matter most, with clear narrative on implications, risks, and actions. 

• AI and automation move competitive and client reporting from manual effort to measurable efficiency and consistency. 

What you have

Required Qualifications

• 7–10+ years of experience in data and analytics, business insights, competitive intelligence, product analytics, or strategic planning, ideally within financial services or another regulated industry 

• Strong data fluency, including comfort defining taxonomies and interpreting sentiment, behavioral, and competitive data, and translating it into strategic decisions 

• Experience with data visualization and business intelligence platforms (e.g., Tableau, Adobe Analytics) 

• Exceptional attention to detail, with a track record of producing accurate, leadership-ready materials that withstand executive scrutiny 

• Proven ability to build executive reporting, scorecards, and performance narratives that synthesize metrics across client, business, operational, and product domains 

• Strong executive communication and storytelling skills, with the ability to move from analysis to implications, recommendations, and action 

• Demonstrated ability to operate in ambiguous environments, bring structure to unclear problems, and drive work forward with limited direction 

• Proven ability to influence cross-functional partners and drive alignment without direct authority 

• Bachelor’s degree required 

Preferred Qualifications

• Experience building Voice of Client, competitive intelligence, or benchmarking capabilities from the ground up 

• Experience with opportunity sizing, investment prioritization, or portfolio-level analysis 

• Experience supporting or owning OKR reporting, KPI tracking, and operational performance reporting for a product, digital, or enterprise leadership team 

• Experience partnering closely with research, analytics, or competitive intelligence teams 

• Experience improving reporting workflows through automation, templates, or AI 

• Financial services industry experience