Sr Manager, Retail Client Experience – Product Integration

Charles Schwab Inc.•Orlando, FL

3d•$135,000 - $185,000•Onsite

About The Position

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.

Requirements

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

Nice To Haves

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

Responsibilities

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