Charles Schwab

Senior Manager, Service Design

Charles Schwab • $100K — $130K *
Lone Tree, CO 80124In-Person
Finance & Insurance
5 - 7 years of experience
Today
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Job Overview by Ladders

Qualifications

  • 5+ years of experience in service design or design strategy, focusing on large transformation initiatives in complex tech environments.
  • Proven ability to manage multiple projects and develop detailed workplans.
  • Expert facilitation skills for collaboration across diverse teams, enhancing partnership effectiveness.
  • Strong analytical, decision-making, and organizational skills, coupled with creative thinking abilities.
  • Exceptional communication skills to convey complex ideas clearly to varied audiences.
  • Proficient in visualization and design tools, particularly Figma and Adobe Creative Suite.

Responsibilities

  • Conduct design research using qualitative and quantitative methods to identify user needs and process inefficiencies.
  • Collaborate with multidisciplinary teams to understand the client request lifecycle from initiation to completion.
  • Analyze operational and customer data to inform business cases for process improvements.
  • Frame and present insights that simplify complex problems for stakeholder action.
  • Create visual tools like journey maps and service blueprints to communicate processes effectively.
  • Facilitate workshops that encourage idea sharing and co-create future strategies with stakeholders.
  • Identify and prioritize improvement opportunities with stakeholders to align with Schwab's broader goals.

Benefits

  • Opportunity to engage in large-scale transformation initiatives within a robust technology framework.
  • Collaboration with leaders in various departments to shape strategic decision-making.
  • A culture that promotes innovation and transformation through data and design principles.
  • Working in a human-centered environment, focusing on improving user experiences.
  • Access to professional development resources to enhance skills and career growth.
Full Job Description
Schwab Operations sits at the intersection of scale, complexity, and innovation, powering how we serve millions of clients and safeguard trillions in assets. Within this environment, the Operations Transformation Organization (OTO) drives the evolution of our capabilities through data, automation, and Artificial Intelligence, building a more agile, scalable, and future-ready organization. As a Senior Manager, Service Design within OTO, you will play a critical role in shifting mindsets, developing and realizing our strategies, and creating a culture of transformation. You will partner closely with leaders in Operations, as well as our Product, Investor Services, Advisor Services, Digital, and Technology organizations.

Your expertise will help drive data-based decision-making and surface the interplay between the people, processes, policy, and technology required to deliver Schwab’s services, so that it benefits all who are involved. You understand that to do this requires being human-centered and business-minded, blending research, strategy, systems thinking, and design practices to ensure we are focused on the right problems and outcomes.

Design Research:

  • Using various qualitative and quantitative research methods to identify what is happening today and why, with a focus on surfacing moments that matter, points of friction, gaps, and opportunities, as experienced by both internal and external stakeholders.
  • Working collaboratively with business partners, service reps, and subject matter experts across business and technology teams to provide a holistic view into the lifecycle of a client request, from initiation to completion.
  • Collecting and analyzing operational and customer data, to quantify how requests and information are moving through systems and building business cases for change.

Design Strategy

  • Seeing a problem through multiple lenses; finding, analyzing, and presenting insights and framing problems in ways that make them easy for others to act on.
  • Simplifying and contextualizing complex processes and systems with visual tools like journey maps, service blueprints, and ecosystem maps.
  • Providing actionable insights for opportunities, possible interventions, and considerations for envisioning the ideal future.
  • Aligning business partners, subject matter experts, and extended stakeholders on the current state problem definition, and collectively building a shared vision for the future.
  • Ensuring the future vision provides measurable value for all who are involved and aligns to broader Schwab goals.
  • Identifying specific improvement opportunities and facilitating prioritization with the stakeholder team.

Facilitation and Co-creation

  • Creating an environment that values individual perspectives and encourages sharing of information and ideas, while driving towards common goals.
  • Designing and facilitating workshops to foster a shared understanding of current experiences, problem definition, and to co-create the future vision, strategy, and concepts. You are comfortable using virtual and in-person collaboration tools and methods.
  • Using various co-creation/generative research methods to develop early ideas and clarify requirements.

 

 

What you have

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

 

What you have

  • 5+ years’ experience as a service designer, design strategist or systems practitioner working on large, multi-year transformation initiatives in complex technology landscapes that improve the experiences for both internal and external audiences. Experience in the financial services industry is a plus.
  • The ability to develop, communicate, and manage your own workplans for multiple projects.
  • Strong facilitation skills to effectively collaborate and build partnerships with business, product, platform, architecture, infrastructure, data, change management, legal and compliance, and other teams to deliver business value.
  • Strong analytical, [decision making], organizational, and creative thinking.
  • Strong communication skills and ability to deliver complex information.
  • Strong visualization and information design skills, including ecosystem maps, journey maps, and service blueprints. Experience with Figma and/or Adobe CS is preferred.
  • Strong interpersonal skills and the ability to effectively engage with all levels of management.

In addition to the salary range, this role is eligible for bonus or incentive opportunities.

About Charles Schwab

Charles Schwab is a financial services company that provides a full range of securities, brokerage, banking, money management, financial advisory, investor, and retirement plan services. It operates in four main divisions; investing, wealth management, banking, and trading. Charles Schwab provides a full-service brokerage platform that serves individual investors who invest on their own or through a workplace-sponsored retirement or equity plan, as well as banking through Schwab Bank. The firm was founded in 1973 and is headquartered in San Francisco, California.

Charles Schwab Careers

Join the vibrant team at Charles Schwab, a leader in global finance, where your career is propelled by innovation, leadership, and a commitment to diversity and professional growth. At Charles Schwab, we offer more than just job opportunities; we provide a platform for you to make a significant impact on the industry and our clients' lives.

Work You’ll Do

At Charles Schwab, we are dedicated to helping our clients manage their financial futures. Being part of our team means you'll work alongside some of the most skilled professionals in the financial services industry. Our culture thrives on teamwork, integrity, and relentless dedication to our clients. Whether you're looking for a position in financial consulting, technology, or administrative support, Charles Schwab offers a dynamic work environment where your skills will be honed and your achievements recognized.

Innovate and Lead

Embrace the opportunity to lead through innovation. Charles Schwab’s commitment to technology and innovation is fundamental to our service delivery. By joining our team, you will be at the forefront of developing new solutions that redefine the future of finance. Your leadership can guide significant projects that impact our company and the industry.

Grow Your Career

Charles Schwab believes in fostering the growth of its employees. Whether through professional development programs, diversity training, or leadership workshops, we ensure that our team members receive the support and training they need to advance their careers. With a variety of career paths available, your job at Schwab can evolve with your interests and expertise.

Internship and Employment Opportunities

Start your professional journey with Charles Schwab through our internship programs or full-time employment opportunities. We seek individuals who are passionate, curious, and ready to drive change. A career at Schwab is not just about having a job; it's about building a lasting relationship with a company that values your potential.

Benefits and Culture

Charles Schwab is renowned for its employee-friendly culture. We offer a comprehensive benefits package that supports the health, financial stability, and work-life balance of our team members. From competitive salaries and bonuses to health insurance and retirement plans, Schwab ensures that your career is as rewarding as it is enriching.

Networking and Professional Development

Expand your professional network and enhance your skills through our various networking events, mentorship programs, and training sessions. At Charles Schwab, we believe in leveraging collective expertise to foster learning and innovation. Engage with leaders, gain insights from experienced professionals, and build relationships that will aid your career trajectory.

Join Our Team

Explore the numerous career paths available at Charles Schwab and discover how your talents can be utilized to their fullest potential. Search open positions that match your skills and interests. We are continuously hiring across various disciplines and look forward to adding innovative, driven individuals to our team.

Stay Connected

Keep up to date with the latest from Charles Schwab Careers by subscribing to our job alert emails. Tailor your subscription to receive updates that align with your career preferences and be the first to know about new openings, company news, and professional tips.

Explore Charles Schwab Jobs

Ready to take the next step in your career? Visit our careers page to review current job openings, submit your resume, and prepare for your interview. At Charles Schwab, your future is waiting. [SEARCH CHARLES SCHWAB JOBS] Join Charles Schwab today and be part of a team that values diversity, innovation, and leadership—where your career can thrive in the exciting world of finance.
Learn more about Charles Schwab
Size
34,200 employees
Market Cap
$151.6 billion
Industry
Finance & Insurance
Net Income
$3.2 billion
Founded
1973
5 Year Trend
+20%
Revenue
$12.1 billion
NASDAQ
SCHW
* Ladders Estimates

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