Director, Client Experience, Product Management (Business) (PL)

Your Opportunity

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).

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.

At Charles Schwab, we put clients at the center of everything we do. As a Director on the Retail Client Experience team, you will lead one of the firm’s most significant growth opportunities: extending Workplace participants into long-term Retail relationships.

In this role, you will own the end-to-end Workplace-to-Retail extension strategy, define the experience vision, identify the highest-impact opportunities, and drive enterprise alignment on where and how Schwab improves extension, retention, and long-term client value.

This role also includes people leadership responsibilities. You will lead a team responsible for advancing strategic priorities, translating enterprise goals into actionable plans, and driving disciplined execution across a complex, cross-functional environment.

This role will:

• Own the Workplace-to-Retail client experience strategy, ensuring alignment with Schwab’s growth priorities while protecting important Corporate Client relationships.
• Define and drive the strategic roadmap for improving Workplace-to-Retail extension, retention, and long-term client value across channels, touchpoints, and business partners.
• Use quantitative and qualitative insights to prioritize where Schwab invests across the participant journey.
• Influence cross-enterprise partners and senior leaders, driving alignment and commitment to shared outcomes.
• Present executive-ready recommendations that outline tradeoffs, risks, expected impact, and decision points.
• Lead, coach, and develop a team responsible for strategy, client experience design, journey analysis, and cross-enterprise execution support.
• Translate strategic plans and business goals into clear team priorities, ensuring the team is focused on the highest-impact work.

What you have

Required Qualifications:

• Background in strategy, consulting, client experience, or a related discipline.
• Demonstrated success as a strategic thinker with both a broad vision for engagement and the ability to dive into details to inform decision-making.
• Ability to drive alignment through structured problem framing, insight synthesis, and clear recommendations.
• Strong executive communication and presentation skills, including experience presenting options, tradeoffs, and points of view to Managing Director level and above.
• Strong judgment and ability to evaluate complex business situations while partnering across enterprise functions to drive positive outcomes against strategic initiatives.
• Experience leading people, including setting priorities and building strong team operating models.
• Ability to translate strategic plans and goals into tactical plans, team objectives, priorities, and measurable outcomes.
• Bachelor’s degree or equivalent experience.

Preferred Qualifications:

• Already a Director level leader
• Understanding of retirement and equity plans; industry experience a plus.
• Experience working on or closely partnering with teams in Workplace Services.
• Experience leading teams through organizational change or complex enterprise initiatives.