Director - Institutional Client Experience

About the Role

At Schwab, you're empowered to make an impact on your career. Here, innovative thought meets creative problem solving, helping us "challenge the status quo" and transform the finance industry together. We believe in the importance of in-office collaboration and fully intend for the selected candidate for this role to work on site in the specified location.

Responsibilities

• Evaluate Institutional Client Needs: Conduct thorough research and analysis to understand the needs, expectations, and pain points of Institutional clients across product types (e.g., advice/wealth management, banking / lending, business services)
• Support Institutional Offer Roadmap Development: Create and manage the offer roadmap, prioritizing initiatives and allocating resources to achieve strategic goals
• Drive Execution and Delivery: Translate the Institutional roadmap into an integrated delivery plan (milestones, dependencies, resourcing, risks), establish operating rhythms, and ensure initiatives are executed on time with measurable outcomes.
• Lead Cross-Functional Program Delivery: Coordinate delivery across Product, Ops, Tech, Risk, and Field partners by aligning priorities, managing tradeoffs, and removing blockers to drive end-to-end implementation.
• Establish Governance and Accountability: Define owners, decision forums, and success checkpoints; track progress against KPIs and adjust plans as needed to deliver results with discipline and transparency
• Drive Data-Driven Strategic Recommendations: Deliver data-driven recommendations to senior leadership on opportunities to enhance the end-to-end Institutional client experience and drive business growth
• Develop Business Cases and Define Success Metrics: Design robust business cases, including market sizing, economic analysis, and financial projections, to justify strategic investments. Define clear success metrics to track progress and measure impact
• Influence Senior Leadership and Drive Strategic Direction: Develop and deliver compelling presentations to senior leadership to influence strategic direction and secure buy-in for key initiatives
• Build and Manage Strategic Partnerships: Cultivate strong relationships with cross-enterprise business partners, stakeholders, executives, and client-facing representatives to drive collaboration and alignment

Requirements

• Bachelor's degree
• 8+ years of full-time work experience, including 5 years of relevant work experience (or 4 years with an MBA) in client / customer experience, product, program or offer management, corporate / BU strategy, or other related field
• Highly developed strategic thinking and analytical skills with a proven ability to develop and execute strategic plans
• Exceptional communication, presentation, and influencing skills, with a proven ability to effectively communicate complex information to executive audiences and influence strategic decision-making
• Demonstrated ability to lead and manage complex, cross-functional initiatives with significant business impact
• A highly resourceful, adaptable, and creative problem solver with a proven ability to thrive in ambiguous environments and drive innovation
• Exceptional relationship-building, stakeholder management, and influencing skills with a proven ability to build and maintain strong relationships with senior leaders and key stakeholders
• Demonstrated interpersonal and influencing skills, especially in cross-functional teams
• High attention to detail, sense of urgency, and proactiveness

Compensation

• USD $150,000.00 - $250,000.00 / Year

Benefits

• 401(k) with company match and Employee stock purchase plan
• Paid time for vacation, volunteering, and 28-day sabbatical after every 5 years of service for eligible positions
• Paid parental leave and family building benefits
• Tuition reimbursement
• Health, dental, and vision insurance