Director, Retail Client Experience (PL)

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 locations.

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, self-directed investors, 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 Client Experience Director will lead a portfolio of high-priority initiatives, shape strategic direction, influence cross-functional partners, and provide coaching and direction to team members. Those responsibilities entail:

• Leading strategy and experience design for priority client segments, situations, and journeys
• Setting vision, roadmap, governance, and operating approach for complex bodies of work
• Driving cross-functional alignment and influencing partners across Retail, Operations, Marketing, Technology, and other teams
• Translating ambiguity into structured recommendations and executive-ready narratives
• Coaching and developing team members through clear direction, feedback, and prioritization support
• Overseeing implementation to ensure delivered experiences align with Retail strategy and improve client engagement

What You Will Gain

• Lead high-visibility work that shapes key client journeys
• Influence senior leaders and partners across Retail and enterprise teams
• Develop talented team members and help build team capabilities
• See strategic initiatives through from concept to client impact

What You Are Good At:

• Strategic leadership: Shape direction in ambiguous environments and connect opportunities to client and business impact
• Structured problem solving: Break down complex problems and focus teams on what matters most
• Project leadership: Lead complex initiatives by managing workstreams, decisions, risks, and dependencies
• Stakeholder influence: Build trusted relationships, navigate trade-offs, and gain alignment across partners
• Executive communication: Tell clear, compelling stories through leadership-ready materials
• People leadership: Set expectations, coach team members, and create an environment for strong outcomes
• Accountability and adaptability: Track priorities, manage follow-through, and adjust quickly as needs change

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

• 7+ years of experience in strategy, client experience, product management, consulting, or a related field
• Bachelor’s degree
• Demonstrated experience leading complex, cross-functional initiatives
• Experience coaching, directing, or developing team members
• Strong executive communication, stakeholder management, and influencing skills
• Strong analytical, problem-solving, and detail-orientation skills
• Alignment with Schwab’s vision and values, with strong interest in the 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