Director - Institutional Client Experience

Your Opportunity 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. Schwab Investor Services, representing over 70% of firm revenue and 60% of assets under management, is our primary retail-facing business unit that looks to deliver our suite of low-cost and high quality financial products and solutions to a diverse set of client types. Organizations and institutions are a critical client segment currently being served on our retail platform; this opening, reporting to the leader of Retail Institutional Services, will drive cross-functional delivery of the Institutional client experience, translating strategy into an executable roadmap, aligning partners, and ensuring initiatives are delivered end-to-end with measurable outcomes This role requires a strong understanding of Institutional investing and wealth management topics, and the ability to work in a cross-functional and fast paced environment. Prior CX / offer management experience, and experience driving strategic initiatives within a large enterprise also a plus. As the Director of Institutional Client Experience, you will:

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

Required Qualifications:

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

Preferred Qualifications:

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