Senior Manager, Platform Strategy and 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 are seeking a Senior Manager, Platform Strategy and Experience to drive the rationalization and optimization of platforms that make up the Digital Representative Experience.

As a Platform Strategist, one of your primary responsibilities will be to create service design blueprints for complex use-cases that touch multiple personas and applications. You will facilitate alignment and decision-making across business stakeholders, capability owners, UX, and technology partners to create a centralized and accurate view of current and future-state.

In addition to blueprint creation, executive presentations and read-outs will be a critical component of this role. Recommendations should be as beautiful and easy to digest as it is based on data-driven recommendations that support trade-off decisions and competing demands from disparate business units, across the Digital Rep Platform. Recommendations will be optimized to get the best outcome for the greatest number of stakeholders across the enterprise.

What you are good at:

Platform Strategy

• Define OKRs for key user groups based on user needs, business strategy drivers, market research, and competitive analysis
• Assess current experiences and technology to identify platform consolidation and improvement opportunities
• Partner with the Schwab UX team to create concepts and prototypes to visualize and validate future state solutions
• Create business unit specific visibility into their expected impacts from platform changes
• Develop business cases to support investment recommendations

Service Design Blueprinting

• Align with business stakeholders and capability owners on the use case being mapped, scope, timing, outcome, and key business partners to be included in workshops
• Partner with the business to document current state business processes in advance of workshop validation sessions
• Facilitate current-state workshops to validate pain-points, gaps, redundancies, and opportunities
• Drive technology-agnostic solution solutioning through breakout sessions to arrive at consensus around the proposed future-state
• Create materials to support future-state process design and solutioning, including but not limited to gap analysis, action plans, and socialization presentations.

What you have

Required Qualifications

• BA/BS degree
• 5+ years consulting and/or service design experience in a financial services environment with a in depth understanding of Salesforce ecosystems, technology applications, business architecture, client and representative experience, and project management
• Background in Business and IT Strategy, Agile, Lean, Process Design, Program Management, Customer Relationship Management processes and technologies
• Strong negotiation and business influence skills
• Ability to distill strategy, analytics and varied sets of input to drive decisions across stakeholder communitiesion and business influence abilities
• Ability to build credibility with peers and key stakeholders (at all levels of the organization) to be able to drive action
• Comfort in a dynamic and fast-moving work environment, with a positive attitude and solid work ethic; Self-starter with outstanding organizational skills; Curiosity to continually reevaluate existing user interactions
• Documented ability to track and manage multiple projects

Preferred Qualifications

• Outstanding verbal and written communication skills with demonstrated ability to communicate effectively with all levels of the organization
• Strong nderstanding and/or experience with financial services regulations
• Knowledge of Agile methods and processes
• Knowledge of Schwab products, services and support systems