Your opportunity

A Director on Charles Schwab's Retail Client Experience team is responsible for executing market leading experiences in support of our investors and the professionals that serve them. This role is responsible for understanding client needs to uncover opportunities that will improve our security posture, reduce fraud and drive better client outcomes across all segments.

This Director will focus on building strategic frameworks for various initiatives that protect clients, drive scale and efficiency, and improve the overall security posture of our firm. The director will also develop & implement solutions to address client demands that address fraud education, client authentication and risk mitigation tactics. In addition to the core responsibilities, the Director will also be charged with ad-hoc strategic initiatives that enhance client experience outcomes (e.g., driving digital adoption, new product offer rollouts, aligning rep and client communications etc.)

This role is charged with delivering high impact contributions across a range of “high-stakes” strategic deliverables. They will build relationships with a wide range of stakeholders at all levels of the organization and across Schwab’s businesses. This individual must be a self-starter and a thought leader, approaching issues with a client-first mentality and leading stakeholders through structured decision-making processes. The individual must be able to manage multiple programs, or workstreams within one program, prioritize resources effectively, cultivate strong partnerships, influence others outside their immediate team to execute decisions made, and clearly communicate with superior PowerPoint and presentation skills. This person will have a curious mind with a can-do attitude and think critically to articulate and solve problems, understand complex issues, and thrive in a complex, dynamic environment.  They will rapidly comprehend complex situations and demonstrate an ability to distill decision optionality to leadership for strategic alignment.

What you will gain:

Opportunity to participate in major initiatives for the firm to protect our clients, reinforce trust and drive growth Meaningful exposure to a wide range of business leaders and executives, including strong support for further career development at Schwab Further develop skill set to drive structured problem solving, conduct robust analysis and influence decisions Develop credibility and rapport with key business partners as you learn more about Schwab business lines through work stream deliverables

What you will do:

Lead strategic initiatives, partnering with internal stakeholders including sales operations, product partners, technology, legal, compliance, and supervision to develop a point of view on cross-organizational decisions, develop executive-level materials to support these topics, and effectively drive decisions across a diverse set of stakeholders with unique needs.Partner with Product Owner(s) to develop a target future state and strategic roadmap for the key initiatives, and partner across the firm to secure resources and alignment of projects to future state.Connect strategy to client and business outcomes through visual storytelling; create high‑impact PowerPoint content that clarifies the “so what?” and the call to action.Research and analyze industry trends and evaluate applicability and competitive advantage/disadvantage

What you have

To ensure that we have fulfilled our promise of "challenging the status quo," this role has specific qualifications that successful candidates should have.

A minimum of 5 years’ experience in a client experience leadership role within a diversified financial services environment and a demonstrated track record of overseeing large and complex groups.Deep knowledge of retail clients including experience working with partners across the firm and Retail Superior communication skills, both written and verbal, with demonstrated ability developing materials and effectively presenting information 8+ years of work experience in business strategy, program management and/or client experience execution work required (Consulting experience is a plus) 5+ years in work experience Advisory or Regulatory required5+ year in People Leadership roleStrong ability to influence at the Managing Director/Executive level requiredExperience in building materials and presenting to executives requiredBachelor’s degree High degree of comfort dealing with ambiguity in a dynamic and fast-moving work environment Superior analytical skills, creativity in problem solving, and attention to detail Expert user of PowerPoint and Excel

What’s in it for you

At Schwab, you’re empowered to shape your future. We champion your growth through meaningful work, continuous learning, and a culture of trust and collaboration—so you can build the skills to make a lasting impact. Our Hybrid Work and Flexibility approach balances our ongoing commitment to workplace flexibility, serving our clients, and our strong belief in the value of being together in person on a regular basis.

We offer a competitive benefits package that takes care of the whole you – both today and in the future:

401(k) with company match and Employee stock purchase planPaid time for vacation, volunteering, and 28-day sabbatical after every 5 years of service for eligible positionsPaid parental leave and family building benefitsTuition reimbursementHealth, dental, and vision insurance Apply Save job