AI Service Design & Workflow Strategy Lead

The Charles Schwab Corporation; Westlake (TX); On-site; USD 160,000 - 210,000; Full time

Benefits offered by this job

Bonus opportunities

On-site collaboration

Job summary

The Charles Schwab Corporation is seeking a Senior Manager, AI Service Design & Workflow Strategy to shape advisor interactions across Schwab's RIA ecosystem. You will map end-to-end journeys, document workflows, and translate insights into actionable AI requirements for the Schwab AI Assistant and related capabilities.

This on-site role collaborates with product, operations, technology, data, risk, and AI teams to drive discovery, create scalable playbooks, and define MVPs that deliver

Qualifications

• Strong service design experience with journey mapping and blueprinting.
• Ability to map end-to-end advisor ecosystems across platforms.
• Proven ability to translate data into actionable AI requirements.
• Excellent stakeholder facilitation and executive communication.

Responsibilities

• Map end-to-end advisor experiences across digital channels, service interactions, operational processes, human handoffs, data inputs, and supporting systems.
• Develop service blueprints, journey maps, workflow models, and process artifacts that clarify how advisors, associates, operations teams, and technology platforms interact to deliver advisor outcomes.
• Use primary and secondary research, workflow observations, service metrics, operational data, digital analytics, and stakeholder feedback to identify high-value AI opportunities.
• Translate journeys, service design insights, operational findings, and data signals into business requirements, process improvement recommendations, AI use cases, and prioritization guidance.
• Identify the underlying behavioral, operational, and business problems driving advisor pain points before defining AI-enabled solutions.
• Recommend process improvements that reduce manual work, workflow complexity, service friction, avoidable servicing burden, and time to advisor outcome.
• Balance research rigor with speed by generating actionable requirements while discovery and validation continue.
• Define MVP-oriented requirements that deliver measurable value quickly and create a foundation for future enhancements.
• Work with immediate team members to shape innovative AI-enabled capabilities that address validated workflow, service, and business problems.
• Create repeatable frameworks, templates, intake methods, and playbooks so teams can document workflows and contribute requirements at scale.
• Facilitate working sessions, stakeholder interviews, requirements reviews, and cross-functional workshops with product, service, operations, technology, data, risk, and AI partners.
• Support prioritization by assessing advisor value, operational impact, scalability, implementation complexity, dependency risk, adoption potential, and measurable business outcomes.
• Communicate recommendations, tradeoffs, risks, and expected impact through concise, executive-ready materials.

Skills

Service design

Journey mapping

Workflow modeling

Stakeholder facilitation

Executive communication

Job description

The Charles Schwab Corporation is seeking a Senior Manager, AI Service Design & Workflow Strategy to shape advisor interactions across Schwab's RIA ecosystem. You will map end-to-end journeys, document workflows, and translate insights into actionable AI requirements for the Schwab AI Assistant and related capabilities.

This on-site role collaborates with product, operations, technology, data, risk, and AI teams to drive discovery, create scalable playbooks, and define MVPs that deliver