Charles Schwab Managing Director, Digital Client Experience in San Francisco, California


San Francisco - CA, SF211MN, 211 Main St, 94105-1905

Paul Medina Guevara


We believe that , when done right, investing liberates people to create their own destiny. We are driven by our purpose to champion every client’s goals with passion and integrity. We respect and appreciate the diversity of our employees, our clients, and the communities we serve. We challenge conventions strategically to create value for our clients, our firm and the world. We live and bring to life the concept of ‘own your tomorrow’ every day. We champion our employee strengths, guide their development, and invest in their long-term success. We hire optimistic, results-oriented, curious, innovative, and adaptable people with the desire to help our clients and one another succeed.

As a company, we were established by Chuck at over 40 years ago to champion Main Street over Wall Street, and to help Americans transform themselves from earners to owners. Through advocacy and innovation, we work to make investing more affordable, accessible and understandable for all. As we enter our fifth decade, we are looking for talented, innovative and driven people who believe they can help themselves, and our clients, create a better future.

Our Opportunity:

Charles Schwab’s Digital Services division is responsible for leading digital disruption on behalf of investors and advisors. We are obsessed with solving customer needs. We want every interaction to be simple and easy. We collaborate with user experience and design, business and technology partners across the enterprise to build software experiences our users are passionate about. We are on a journey to build the future of financial services and transform the way we work to get there – further integrating Design Thinking techniques with Agile development practices. Our mission is to drive a significant step-change in our time to market and build more integrated client-centric experiences via cross-functional coordination and ownership.

Our purpose is to deliver an intuitive, innovative, and differentiated digital products that drives growth and builds meaningful relationships with clients, while supporting the strategic direction of the firm. The Digital Investor Services team owns the end-to-end design, development and product management for our Retail client’s digital experiences and products.

Our work spans the entire lifecycle of digital product development, from identifying client needs, creating a product vision, driving development and bringing experiences to launch. The Managing Director, Digital Client Experience reports to the Vice President of the Digital Investor Services team, and will play an integral role in shaping the future of Schwab Digital capabilities and experiences.

As Managing Director of this team, you will build the strategic roadmap for the retail digital experience. Create a modern vision around what this includes – from how we leverage technology to how we integrate products. 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 create trusted business partnerships and work closely with key functions, including Channel organizations (service centers,, 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.

Are you interested in the intersection of technology and financial services and creating a great client experience? Do you enjoy finding new ways to collaborate more effectively and efficiently, using the principles of design thinking and human-centered design? Do you have experience creating a product or project vision and seeing its creation through? Do you enjoy painting the big picture and drawing in the details? We would love to talk to you about this role!

The team is responsible for:

  • Strategy – Create Digital Services roadmaps that includes digital product line strategy, innovation efforts and a cohesive vision of our future; evaluating key opportunities and innovation gaps based on broader trends, competitive analysis, and Schwab business priorities

  • Partnership – Work closely with the SVP of Digital Investor Services and Schwab senior leadership to shape priorities and vision for the Digital Services division. Build relationships across product teams within the organization to stay on the pulse of projects and activate our strategic vision. Collaborate closely with other strategy functions and Financ

  • Client Focus – Develop a deep understanding of the target market and embody Schwab’s Through Clients’ Eyes strategy in all projects using client insights, analytics and competitive information

  • Delivery – lead strategic projects end to end including delivery of strategic recommendations with Digital Services leadership, driving design and development and bringing experiences to launch.

What you’ll do:

  • Build a Digital roadmap to articulate and drive the priorities of the group

  • Manage and prioritize a pipeline of strategy and innovation projects across the Digital Investor Services organization

  • Lead key strategic projects with Digital Services leadership team that are part of the overall roadmap, such as client engagement strategies, demand migration planning, and customer experience innovation

  • Support the annual investment prioritization process, analyzing project funding requests and making recommendations to the leadership team to optimize our impact with our division budget

  • Develop compelling presentations to share the divisions’ strategic priorities with varied audiences, from executives in partner organizations to division employees

  • Perform in-depth research for rotating strategy projects, e.g. competitive analysis, industry best practices

  • Develop analyses for rotating strategy projects, e.g. projections, sizing

What you have:

  • 6-10 years’ experience across digital product development, product management, customer engagement, , and strategy work – consulting or in-house

  • A passion and proven track record for customer experience and digital innovation and belief that financial services can be a force for good in people’s lives

  • Exceptional written and verbal communication skills, including ability to succinctly synthesize data, develop recommendations, create presentations, and present to senior management

  • Skill at operating at both strategic and tactical levels, including proven experience managing products or services, developing a strategic vision, and executing it with a cross-functional team

  • Self-starter with outstanding organizational skills and ability to track multiple priorities (varying in scope and complexity) at the same time

  • Curiosity and a love of learning for product development, technology, finance, etc.

  • Superior analytical and problem-solving skills; adept in Excel and PowerPoint

  • A client-centric focus – keeps clients in forefront of decisions, connects plans and actions to our purpose of serving clients

  • Demonstrable leadership skills in managing a team and cross functional projects, with the ability to influence and build consensus with partners at all levels

  • Attention to detail and the ability to work efficiently to meet deadlines with little supervision

  • Financial Services industry experience preferred

  • MBA preferred

What you’ll get:

  • Comprehensive Compensation and Benefits package.

  • Financial Health: 401k Match, Employee Stock Purchase Plan, Employee Discounts, Personalized advice, Brokerage discounts.

  • Work/Life Balance: Sabbatical, Paid Parental Leave, New Mothers returning to work Program, Tuition Reimbursement Programs, Time off to volunteer, Employee Matching Gifts Program.

  • Everyday Wellness: Health and Lifestyle Wellness Rewards, Onsite Fitness Classes, Healthy Food Choices, Wellness Champions.

  • Inclusion: Employee Resource Groups, Commitment to diversity, Strategic partnerships.

  • Not just a job, but a career, with an opportunity to do the best work of your life.

Learn more about Life@Schwab at .

Charles Schwab & Co., Inc. is an equal opportunity and affirmative action employer committed to diversifying its workforce. It is Schwab's policy to provide equal employment opportunities to all employees and applicants without regard to race, color, religion, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), gender identity or expression, national origin, ancestry, age, disability, legally protected medical condition, genetic information, marital status, sexual orientation, protected veteran status, military status, citizenship status or any other status that is protected by law. Schwab also does not discriminate against applicants or employees because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. At Schwab, we believe that every employee, through their diverse abilities and experiences, can contribute to our growth, innovation and client loyalty. We embrace diversity and are committed to providing equal opportunity to all employees and applicants. If you have a disability, and require reasonable accommodations in the application process, call Human Resources at 800-725-3535. We will be happy to assist you. Schwab will only share your accommodation request with those individuals who have a specific need to know. The request for an accommodation will not affect Schwab’s hiring decisions. All other submissions should be performed online.

Job Specifications

Relocation Offered?: No

Work Schedule: Days

Languages: English - spoken

Current Licenses / Certifications: None

Relevant Work Experience: Financial Services-6+ yrs, Analyst/Strategy-6+ yrs, Marketing-6+ yrs, Product Development-6+ yrs

Position Located In: CA - San Francisco

Education: MA/MS/MBA

Job Type: Full Time

Category:Digital Services

Activation Date: Tuesday, May 29, 2018

Expiration Date: Wednesday, June 20, 2018

Apply Here