Senior Manager, Service Design

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.

• 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.

• 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.

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