Sr Manager, Project Management Experience Design

Job Description

Your Opportunity

Schwab Advisor Services, a division of Charles Schwab & Co., Inc. is the leading provider of custody, trading, technology, and operational support to registered independent advisory firms (RIAs). In addition to custody services, Schwab Advisor Services provides practice management and consultative support to help independent advisors start, build, and grow their businesses. Advisor Services works with more than 7,000 independent investment advisory firms with ~$1.5 trillion under management.

As part of the Advisor and Field Experience Organization, the AS Experience Design Senior Manager will engage closely with Advisor Custody Trading and Service Delivery Organization leadership along with key business partners to develop pivotal initiatives which are focused on advancing the advisor evolution and deliver on our pledge to the independent advisor community and our employees.

Success in this role means representing the needs of the business and employees while working with internal stakeholders, technology partners, and business leaders to build solution alignment for improvements which results in pivotal initiatives that deliver scale, efficiency, and an overall enriched experience.

Ideal candidates demonstrate these behaviors:

• Communicate effectively
• Enjoy helping businesses accelerate their performance
• Build and maintain trust with strategic partners
• Possess advanced problem-solving skills
• Demonstrate thought leadership
• Cultivate Innovation
• Strategic Thought Partnership
• Formal & Informal Leadership
• Change management conscious
• Creative Influencer at all organizational levels
• Strong organizational & Time Management

What you’re good at

• Working in partnership with business leaders, technical teams and business partners to successfully execute the advisor experience of the future including developing initial approaches, strategies and storytelling decks, using existing data and analysis along with research to support, create, and articulate the evolving work to enable experience improvements.
• Envision, define and deliver customer experiences, leading multi-disciplined teams to advocate and drive from concept to pilot and transitioning effectively to ensure a smooth execution.
• Design and articulate the current and ideal customer and employee experiences. Collaborate with other teams to make the experiences come to life.
• Consume & collect information, research, data analysis, interviews from our advisors, partners and employees to unearth their needs and how we serve those needs as part of our future solutions
• Define measurement strategies and tactics, then measure the effectiveness of individual projects using techniques that inform the future path based on success and failures
• Adapt to new opportunities and challenges as the business evolves being able to pivot quickly to address situational urgency while leading long range planning
• Passionate advocate for the customer and a champion for change, willing to challenge the status quo and push a team and the company beyond its comfort zone through compelling data, constant communication, and aptitude for building bridges across functions in the face of resistance
• Continuously provide context to get results through systemizing strategy into actionable project documents which provide the best opportunity of execution against the priority initiatives taking place within the broader vision
• Helps solutions challenges with a strong strategic eye to conceptualize new approaches and vet them through partners to size the impacts to take action.
• Takes projects from original problem state concept through to multi-dimensional road maps that once adopted can lead to execution partnership through enablement and post mortem review including development of detailed work plans, meetings, schedules, project estimates, resource plans, and status reports.

What you have

• Bachelor’s Degree
• 10+ years of professional experience in financial services, preferably in the RIA industry
• 3-5 years of work experience in successfully leading transformational initiatives from concepts through solutions oriented problem solving roles of expanding responsibility where you are the primary leading problem solving strategic solutions, performing/consuming research, analysis, prioritization, design, project management
• Has a strong portfolio highlighting service design, design research/strategy, conceptualization and visualization, synthesis/insights, storytelling, prototyping, success metrics, and project management and collaboration with senior leaders
• Experience working with cross-functional teams across a highly matrixed enterprise, engaging partners with a variety of points of view, and making appropriate compromises while still achieving project goals
• Ability to lead multiple projects effectively and on-time along with the prioritization of time-sensitive assignments
• Able to navigate a complex organization to get the answer you need through perseverance and personal initiative, drive and conviction
• Analytical capabilities to assess disparate quantitative data, market research reports, and other documents to draw conclusions and tell a cogent story of findings
• Ability to expertly present over the phone, in-person, and via virtual meetings
• Demonstrates comfort with interpretation of quantitative analytics in addition to qualitative standards of a multi-channel contact center environment.
• Self-motivated, results-oriented individual with ability to easily adapt role and responsibilities to meet changing business priorities as an activator. Comfort with ambiguity.
• Strong technical expertise including but not limited to Microsoft office suite Power Point, Word, Excel, Project, Visio and outlook.