Senior Manager, Retail Client Experience

Your Opportunity

*In addition to a base salary (range posted), this role is also eligible for bonus or incentive opportunities* 

 

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): Austin, Westlake, Orlando, Raleigh

 

At Schwab, you’re empowered to make an impact on your career, helping us challenge the status quo and transform the financial services industry together – always Through Clients' Eyes. 

The Retail Client Experience team defines, shapes, and owns the holistic experience for individual investor clients. We align initiatives across the firm and influence decisions to ensure outcomes are optimized for both our clients and Schwab. Anchored in delivering the best possible client experience, we partner with stakeholders at all levels and across Schwab's businesses to weigh considerations and translate analysis into a clear, actionable strategy. 

As a Senior Manager, you will help deliver market-leading experiences – uncovering client needs, sizing the impact of opportunities, shaping the optimal client experience, and driving delivery across high-stakes, cross-enterprise projects. Depending on the initiative, you may act as an internal consultant, a researcher surfacing opportunities to enhance client experience and competitive insights, or a program lead coordinating work across partners. This highly visible role calls for a self-starter and thought leader who thrives amid ambiguity, manages multiple workstreams at once, and communicates with clarity and executive presence. 

 

What you will do: 

• Lead strategic initiatives across the retail client experience: identify client pain points and opportunity areas as part of product launches, capability enhancements, or responses to identified issues within fraud prevention, authentication, and money movement 
• Frame ambiguous problems and drive to insight: break down complex issues using a hypothesis-driven approach, structured analysis, and stakeholder validation, and then translate findings into clear, executive-ready recommendations 
• Champion the client perspective: use voice-of-the-field and competitive intelligence to expose critical product gaps, size their impact, and shape decisions accordingly 
• Partner across the firm to balance tradeoffs: work closely with product, service, risk, compliance, legal, operations, and technology teams to weigh opportunities, costs, benefits, and risks and align on the optimal client and business outcome 
• Build compelling, decision-ready communications: construct a logical storyline and clear, concise deliverables that turn complexity into action and articulate the “so what” 
• Lead day-to-day execution across multiple initiatives: drive timelines with tenacity and resourcefulness, anticipate program risks, flag issues early, and escalate as needed 
• Influence outcomes without direct authority: facilitate meetings with senior stakeholders, align partners across businesses, build buy-in, and manage change to minimize resistance and sustain momentum 
• Model a One Schwab approach: collaborate across the enterprise, contribute to team culture, and put clients’ interests first 

What you will gain: 

• The opportunity to shape and deliver major, firm-level initiatives that drive growth and improve outcomes for millions of Schwab clients 
• Meaningful exposure to a wide range of business leaders and executives, with strong support for continued career development at Schwab 
• Deeper mastery of structured problem solving, robust analysis, and influencing senior decision-makers 
• Credibility and rapport with key business partners as you build broad, cross-enterprise knowledge of Schwab’s businesses through your deliverables 

What you have

Required Qualifications 

• Applicants must be currently authorized to work in the United States on a full-time basis without employer sponsorship
• 5+ years of experience in strategy, client experience, product, or execution-focused roles  
• Superior written and verbal communication skills, with a demonstrated ability to develop materials and present with impact to senior audiences 
• Superior analytical skills, creativity in problem solving, and strong attention to detail 
• Proven ability to structure ambiguous problems and translate analysis into clear, actionable recommendations 
• Demonstrated ability to build relationships and influence stakeholders across a complex, matrixed organization 
• High degree of comfort operating in an ambiguous, dynamic, fast-moving environment while managing multiple priorities 
• Expert user of PowerPoint and Excel 

 Preferred Qualifications: 

• Experience with cross-functional or enterprise-wide initiatives in financial services 
• Working knowledge of retail brokerage products, client experience, or the regulatory environment in which Schwab operates 
• Personally and professionally aligned with Schwab’s vision and values, and a strong interest in financial services