Senior Manager, Service Design

About the role

The Operations Transformation Organization (OTO) at Schwab seeks a Senior Manager, Service Design to drive the evolution of our capabilities through data, automation, and Artificial Intelligence. This role plays a critical part in shifting mindsets, developing strategies, and creating a culture of transformation.

Responsibilities

• Using various qualitative and quantitative research methods to identify moments that matter, points of friction, gaps, and opportunities, as experienced by both internal and external stakeholders.
• Collecting and analyzing operational and customer data to quantify how requests and information are moving through systems and building business cases for change.
• 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.
• 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.

Requirements

• 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 skills.
• 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.

Qualifications

• 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 skills.
• 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.

Skills

• Service design, design strategy, systems practice.
• Data analysis and business case development.
• Facilitation and workshop design.
• Visual tools like journey maps, service blueprints, and ecosystem maps.
• Communication and presentation skills.
• Visualization and information design.
• Figma and/or Adobe Creative Suite.
• Interpersonal and collaborative skills.

Benefits

At Schwab, you're eligible for a competitive benefits package that includes:

• A 401(k) with company match and Employee Stock Purchase Plan.
• Paid time off for vacation, volunteering, and a 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.

Pay

Salary range TBD.

Schedule

This role is eligible for a hybrid work schedule, balancing workplace flexibility, client service needs, and the value of in-person collaboration.