AI Service Design & Workflow Strategy Lead

Charles Schwab; Orlando (FL); Hybrid; USD 150,000 - 210,000; Full time

Benefits offered by this job

401(k) with company match

Employee stock purchase plan

Sabbatical after 5 years

Parental leave and family benefits

Tuition reimbursement

Health, dental, and vision insurance

Job summary

Charles Schwab seeks a Senior Manager, AI Service Design & Workflow Strategy to shape how advisors interact with Schwab by reimagining workflows across advisors, associates, operations, digital platforms, and AI-enabled capabilities.

You will map end-to-end advisor journeys, uncover internal workflows, and translate insights into actionable requirements for the AI Assistant and related advisor-facing capabilities.

Qualifications

• Strong service design experience including journey mapping and workflow modeling.
• Systems-level understanding of how advisors, operations, and AI-enabled capabilities interact to drive outcomes.
• Proven ability to translate evidence into business requirements, AI use cases, and prioritized recommendations.
• Excellent analytical and problem-framing skills to identify root causes and improvements.
• Track record creating scalable discovery or requirements-generation processes across teams.

Responsibilities

• Map end-to-end advisor experiences across digital channels and processes.
• Create service blueprints, journey maps, and workflow models to align teams.
• Identify high-value AI opportunities from research and data signals.
• Translate insights into business requirements, AI use cases, and prioritization guidance.
• Define MVP-oriented requirements delivering measurable value quickly.
• Lead cross-functional workshops to align stakeholders and capture requirements.

Skills

Service design

Journey mapping

Workflow mapping

Executive communication

Cross-functional facilitation

Analytical thinking

Requirements translation

AI capability awareness

Financial services knowledge

Job description

Charles Schwab seeks a Senior Manager, AI Service Design & Workflow Strategy to shape how advisors interact with Schwab by reimagining workflows across advisors, associates, operations, digital platforms, and AI-enabled capabilities.

You will map end-to-end advisor journeys, uncover internal workflows, and translate insights into actionable requirements for the AI Assistant and related advisor-facing capabilities.