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Managing Director, Client Experience Strategy and Execution

Charles Schwab

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Job Details

Location: The Charles Schwab Building, 211, Main Street, Financial District, San Francisco, San Francisco City and County, California, 94105, United States of America 9800 Schwab Way, Lone Tree, CO 80124, USA Posted: Mar 12, 2020

Job Description

Your Opportunity

The Strategy & Offers Group owns the end-to-end design and execution for clients around experiences and offers. Our work spans the entire lifecycle of offer development, from identifying client needs and building business cases, to driving development and bringing offers to market. We work with partners to ensure processes and interactions are designed and executed smoothly. Our team also manages tradeoff decisions and priorities to enhance the overall client experience.

Within the Strategy & Offers Group, the Offer and Wealth Management Solutions team designs and builds delightful experiences for Schwab clients who are engaged in a relationship at Schwab in key areas like Wealth Management. The Managing Director, Client Experience Strategy and Execution reports to the Vice President of the Offer and Wealth Management Solutions team, and will play an integral role in shaping the future of Schwab Retail.

Our purpose is to deliver an intuitive, innovative, and differentiated wealth management experience that drives growth and builds meaningful relationships with clients.

Relationship Solutions Group is responsible for:

  • Ownership – Drive the end to end experience for key client interactions at Schwab
  • Strategy - Envision the future and crystallize the near-term road map
  • Quarterback - Coordinate with business partners to execute and activate
  • Advocate - Champion on behalf of our clients and financial professionals
  • Design - Create and package client offers and experiences to drive growth
  • Evaluate - Evolve client experiences through iterative learning and measurement
  • Partner - Support client-facing employees in delivering for our clients

What you’re good at

As Managing Director of this team, you will design and build our future ecosystem around the retirement experience. This includes creating a modern vision around what this includes – from how we leverage technology to products for this experience. To do this, you will develop a deep understanding of the competitive environment, current state gaps, field rep needs, and develop the strategy. You will then develop a client journey map and design the business cases, including primary and secondary research, market sizing, and economic analysis. The role requires regularly developing compelling, clear presentations for senior leadership that can be used to influence the strategic direction of the client experience.

The Managing Director will also be responsible for the end-to-end execution of key offers. This includes designing and executing tactical implementation plans to bring new products and services to market. The Managing Director will create trusted business partnerships and work closely with key functions, including Channel organizations (service centers, schwab.com), Marketing, Operations, Legal, Supervision, and Compliance, to drive initiatives forward. The Managing Director will develop strategies and advocate solutions on behalf of clients. To do this, the Managing Director will develop a deep understanding of the needs of clients and champion those needs across the organization. The role will provide critical subject matter expertise to business partners and support the introduction or enhancement of products and services.

What you have

    • Bachelor degree
    • MBA Preferred
    • 3+ years in strategy consulting
    • 7+ years relevant experience
    • Financial Services industry experience
    • Experience in successfully gathering insights and understanding client needs, attitudes and emotions to design and/or position products, services and
    • Ability to synthesize data, identify opportunities, make recommendations and create a plan to deliver experiences that meet the needs of affluent clients
    • Ability to make significant progress with minimal direction
    • Ability to influence partners across organizations
    • Ability to make decisions and progress in the face of ambiguity
    • Leadership and relationship-building​​ skills, including ability to influence and build consensus across all levels of the organization
    • Exceptional written and verbal communication skills, including ability to effectively present to all levels of the organization, including senior management
    • Attention to detail, and the ability to multi-task and work efficiently to meet tight deadlines with little supervision

Critical Success Factors:

    • Skilled in operating at both the strategic and tactical levels
    • Proactive entrepreneurial spirit
    • Outstanding "soft" skills to include the ability to engage with and lead a diverse range of partners
    • The ability to thrive in an ambiguous environment

About Charles Schwab

Charles Schwabb is a U.S-based financial institution providing brokerage and banking services.

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