Strategic AI Service Design & Workflow Lead

Charles Schwab; Austin (TX); Hybrid; USD 150,000 - 190,000; Full time

Benefits offered by this job

Hybrid work model

401(k) with company match

Paid parental leave

Tuition reimbursement

Health insurance

Job summary

Charles Schwab seeks a Senior Manager, AI Service Design & Workflow Strategy to reimagine advisor workflows and AI-enabled capabilities. You will map end-to-end advisor journeys, identify friction points, and translate insights into actionable requirements for Schwab’s AI Assistant and related advisor-facing AI features.

This role sits at the intersection of service design, workflow strategy, operations, analytics, and AI.

Qualifications

• Strong service design experience across complex ecosystems.
• Ability to translate qualitative/quantitative data into requirements and AI use cases.
• Proven track record in cross-functional facilitation and stakeholder alignment.

Responsibilities

• Map end-to-end advisor journeys across channels, processes, data, and systems.
• Develop service blueprints, journey maps, and workflow models to clarify interactions.
• Translate insights into business requirements, AI use cases, and prioritization guidance.
• Define MVP-oriented requirements to deliver measurable value quickly.
• Facilitate workshops and interviews with product, service, operations, technology, data, risk, and AI partners.

Skills

Service design

Journey mapping

Workflow mapping

Executive communication

Cross-functional facilitation

AI concepts

Financial services domain

Stakeholder alignment

Job description

Charles Schwab seeks a Senior Manager, AI Service Design & Workflow Strategy to reimagine advisor workflows and AI-enabled capabilities. You will map end-to-end advisor journeys, identify friction points, and translate insights into actionable requirements for Schwab’s AI Assistant and related advisor-facing AI features.

This role sits at the intersection of service design, workflow strategy, operations, analytics, and AI.