Senior Manager, Service Design

Charles Schwab Inc.•Lone Tree, CO

6d•$103,000 - $170,000•Onsite

About The Position

Schwab Operations sits at the intersection of scale, complexity, and innovation, powering how we serve millions of clients and safeguard trillions in assets. Within this environment, the Operations Transformation Organization (OTO) drives the evolution of our capabilities through data, automation, and Artificial Intelligence, building a more agile, scalable, and future-ready organization. As a Senior Manager, Service Design within OTO, you will play a critical role in shifting mindsets, developing and realizing our strategies, and creating a culture of transformation. You will partner closely with leaders in Operations, as well as our Product, Investor Services, Advisor Services, Digital, and Technology organizations. Your expertise will help drive data-based decision-making and surface the interplay between the people, processes, policy, and technology required to deliver Schwab’s services, so that it benefits all who are involved. You understand that to do this requires being human-centered and business-minded, blending research, strategy, systems thinking, and design practices to ensure we are focused on the right problems and outcomes.

Requirements

5+ years’ experience as a service designer, design strategist or systems practitioner working on large, multi-year transformation initiatives in complex technology landscapes that improve the experiences for both internal and external audiences.
The ability to develop, communicate, and manage your own workplans for multiple projects.
Strong facilitation skills to effectively collaborate and build partnerships with business, product, platform, architecture, infrastructure, data, change management, legal and compliance, and other teams to deliver business value.
Strong analytical, [decision making], organizational, and creative thinking.
Strong communication skills and ability to deliver complex information.
Strong visualization and information design skills, including ecosystem maps, journey maps, and service blueprints.
Strong interpersonal skills and the ability to effectively engage with all levels of management.

Nice To Haves

Experience in the financial services industry is a plus.
Experience with Figma and/or Adobe CS is preferred.

Responsibilities

Using various qualitative and quantitative research methods to identify what is happening today and why, with a focus on surfacing moments that matter, points of friction, gaps, and opportunities, as experienced by both internal and external stakeholders.
Working collaboratively with business partners, service reps, and subject matter experts across business and technology teams to provide a holistic view into the lifecycle of a client request, from initiation to completion.
Collecting and analyzing operational and customer data, to quantify how requests and information are moving through systems and building business cases for change.
Seeing a problem through multiple lenses; finding, analyzing, and presenting insights and framing problems in ways that make them easy for others to act on.
Simplifying and contextualizing complex processes and systems with visual tools like journey maps, service blueprints, and ecosystem maps.
Providing actionable insights for opportunities, possible interventions, and considerations for envisioning the ideal future.
Aligning business partners, subject matter experts, and extended stakeholders on the current state problem definition, and collectively building a shared vision for the future.
Ensuring the future vision provides measurable value for all who are involved and aligns to broader Schwab goals.
Identifying specific improvement opportunities and facilitating prioritization with the stakeholder team.
Creating an environment that values individual perspectives and encourages sharing of information and ideas, while driving towards common goals.
Designing and facilitating workshops to foster a shared understanding of current experiences, problem definition, and to co-create the future vision, strategy, and concepts. You are comfortable using virtual and in-person collaboration tools and methods.
Using various co-creation/generative research methods to develop early ideas and clarify requirements.