Director, Client Experience (PL)

Your Opportunity

Schwab remains committed to providing increased visibility to career growth opportunities and job requirements. This posting announcement is part of increased transparency and while all qualified applicants will be reviewed and considered, this organization has a preferred candidate identified for this role. 

Schwab’s Workplace Services (WS) team is responsible for serving client needs across our Retirement Plan Services (RPS), Stock Plan Services (SPS), and Designated Brokerage Services (DBS) businesses. The Director, Client Experience is accountable for defining and advancing end-to-end client experiences across Workplace Services businesses. This role serves as a strategic leader and product integrator across key client journeys, translating business priorities and client insights into client experience improvements that sustain mutual growth and drive client loyalty and engagement.

The Director leads a team of client experience professionals responsible for experience strategy, enterprise level influence, and cross‑functional partnership—ensuring client experiences and needs are clearly defined and consistently represented from concept through delivery.

Key Responsibilities

Client Experience Strategy & Leadership

• Own and evolve the client experience strategy for assigned WFS businesses, aligned to enterprise priorities and business outcomes
• Deeply understand client segments (plan sponsors, consultants, participants) and advocate for their needs across Schwab
• Identify and frame experience opportunities using research, data, journey mapping, and client feedback

Cross‑Functional Partnership & Influence

• Lead cross‑functional collaboration across Marketing, Digital, Product, Sales, Service, Education, Technology, Legal, Risk, and Operations to define ideal client experiences
• Translate client needs and POV into clearly defined experience documentation across channels, products, and communications
• Influence go‑to‑market experiences, offer design, and solution enhancements
• Serve as a trusted thought partner to WS business and partner leadership

Measurement & Outcomes

• Partner with data and analytics to define and track experience‑related success metrics
• Use qualitative and quantitative insights to assess impact, inform prioritization, and refine strategy
• Connect experience improvements to measurable business outcomes such as growth, retention, satisfaction, and efficiency

People Leadership

• Provide direction, coaching, and development to Client Experience team members
• Model enterprise leadership behaviors, strong executive presence, and disciplined strategic thinking

What you have

Required Qualifications

• Bachelor’s degree required
• 10+ years of experience in client experience, product, marketing, strategy, consulting, or related roles within a complex organization
• Strong technical skills in leading, facilitating, and developing journey maps with human-centered design
• Strong collaborator that can bring together products, channels, experiences into holistic strategy
• Proven experience influencing senior leaders and driving outcomes without direct authority
• Strong strategic thinking paired with the ability to translate strategy into action
• Exceptional written and verbal communication skills, including the ability to synthesize complexity into clear recommendations for executive audiences
• Comfort with ambiguity and the ability to lead through change

Preferred Qualifications

• Experience in financial services and workplace benefits
• Familiarity with B2B and B2C client models and omnichannel experience design
• Experience leveraging client research, data, and journey analytics to inform decisions

What Success Looks Like

• Clear, defined experience journeys that are understood and adopted across partner teams
• Improved client outcomes driven by experience enhancements that scale
• Strong cross‑functional relationships and credibility with business leaders
• A consistent, client‑centered lens embedded earlier in decision‑making