Senior Leader, Retail Client Experience & Insights

Charles Schwab; Westlake (TX); On-site; USD 120,000 - 165,000; Full time

Benefits offered by this job

401(k) match

Employee stock purchase plan

Hybrid work

Parental leave

Tuition reimbursement

Health insurance

Sabbatical after 5 years

Job summary

Charles Schwab is seeking a Senior Manager to drive market-leading experiences for retail clients. You will uncover client needs, size opportunities, shape optimal client experiences, and drive delivery across cross-enterprise projects.

Depending on the initiative, you may act as a consultant, researcher, or program lead coordinating work across partners. You will thrive as a self-starter, managing multiple workstreams with executive presence and clear communication in a dynamic, ambiguous

Qualifications

• Authorized to work in the United States on a full-time basis without sponsorship.
• 5+ years of strategy, client experience, product, or execution-focused roles.
• Superior written and verbal communication with senior audiences.
• Superior analytical skills and attention to detail.
• Ability to structure ambiguous problems and translate analysis into actionable recommendations.
• Proven ability to build relationships and influence stakeholders in a complex organization.
• Comfort operating in ambiguity while managing multiple priorities.
• Expert user of PowerPoint and Excel.

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 elevate 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.

Skills

Strategy development

Stakeholder management

Communication

Analytical thinking

Problem solving

Cross-functional collaboration

Program leadership

Executive communication

Tools

PowerPoint

Excel

Job description

Charles Schwab is seeking a Senior Manager to drive market-leading experiences for retail clients. You will uncover client needs, size opportunities, shape optimal client experiences, and drive delivery across cross-enterprise projects.

Depending on the initiative, you may act as a consultant, researcher, or program lead coordinating work across partners. You will thrive as a self-starter, managing multiple workstreams with executive presence and clear communication in a dynamic, ambiguous