Director, WFS Client Experience

Your Opportunity

Director, Workplace Services Client Experience

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.

The Director of Client Experience will help evolve the Workplace Services Client Experience function that informs end-to-end experience improvements.

Key Outcomes:

• Effect our WS clients experience by leveraging analytics, journey mapping, and structured feedback mechanisms
• Ensure the voice of the client is represented across every channel, offer, and segment
• Transform client insights into actionable recommendations that shape products, services, and digital experiences
• Build journey mapping and persona development skills and processes

What you have

Required Experience:

• Demonstrated experience building relationships and working with cross-functional teams to design and deliver excellent client experiences, including evaluating opportunities and making recommendations based on the unique needs of the business.
• Comprehensive understanding of Workplace Enterprises (Retirement, Stock Plan) and effective client engagement skills.
• Demonstrated experience with our Schwab client feedback gathering mechanisms and reporting
• Experience delivering strategic and actionable insights, competitive analysis, and market research to inform client experience across all Workplace client segments.
• Track record of successful collaboration with key cross-functional partners to advance the strategic objectives of WS including key stakeholders
• Ability to gain the respect and support of senior leadership, partners and peers in delivering against our strategy.
• Experience working with data and analytics to build reporting and insights.
• An undergraduate degree is required

Preferred Experience:

• Highly effective influencing skills, outstanding planning, communications, organizational and judgment skills
• Ability to make significant progress with minimal direction and to make decisions, pivot, and structure pathways forward in the face of ambiguity
• Extremely strong client relationship management and negotiation skills required with the ability to assess and effectively communicate recommendations
• Keen business judgment and ability to effectively make trade-offs in business decision making process and manage risk
• Ability to leverage strategic and analytical capabilities to make sound, timely decisions based on client feedback
• Leadership and relationship-building skills, including ability to influence and build consensus across experience design, product, technology, marketing, regulatory, and other areas of the firm and all levels of the organization.
• Strong client focus and the ability to effectively build relationships, establish trust, respect, competence, and confidence.
• Outstanding written and verbal communication skills with demonstrated ability to communicate effectively with all levels of an organization.
• Strong emotional intelligence/maturity and senior level executive presence.
• Excellent communication, presentation, and interpersonal skills, including external communication experience.