Job Information
Charles Schwab Senior Service Designer in San Francisco, California
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.
The Operational Services organization at Schwab partners with teams across the firm to deliver on service promises to Schwab clients. We are responsible for best-in-class service and protecting and safeguarding the assets of the firm and our clients, all while increasing scalability and efficiency.
Within Operational Services, the Transformation Solutions Team (TST) is a cross-functional group that drives transformation across Operational Services and the broader firm. We use a variety of methodologies, tools, and capabilities to drive large-scale change. We partner with teams across Schwab to deliver best-in-class experience, service, and processing solutions for our clients and advisors.
TST stewards Schwab’s Smart Processing strategy, which is at the center of Schwab’s sustainable competitive advantage. Smart Processing requires end-to-end ecosystem strategy, vision, planning, and execution. This drives tangible near-term benefits for Schwab and our clients, including greater scale via increased levels of automation, greater clarity into operational processes, and more efficient and personalized service. Smart Processing also drives our long-term strategy through creation of data assets that will power AI and Machine Learning applications, leading to even greater scale, personalization, and speed to market for Schwab’s next generation of products and features.
As a Senior Service Designer within TST, you will play a critical role in realizing the enterprise Smart Processing strategy. You will partner closely with leaders in our Product Management, Retail, Institutional, Digital, and Technology organizations to catalyze transformation outcomes. Your expertise will help drive data-based decision-making and surface the interplay between the people, processes, policy, and technology required to deliver Schwab’s services, so that it generates value for all who are involved. Your work will help businesses in Operational Services, and across Schwab, as they continue to evolve efficient, effective, and scalable experiences.
As a Senior Service Designer within TST, you will play a critical role in realizing the enterprise Smart Processing strategy. You will partner closely with leaders in our Product Management, Retail, Institutional, Digital, and Technology organizations to catalyze transformation outcomes. Your expertise will help drive data-based decision-making and surface the interplay between the people, processes, policy, and technology required to deliver Schwab’s services, so that it generates value for all who are involved. Your work will help businesses in Operational Services, and across Schwab, as they continue to evolve efficient, effective, and scalable experiences.
What you're good at
Design Research
Using various qualitative and quantitative research methods to identify what is happening today and why, with a focus on surfacing moments that matter, points of friction, gaps, and opportunities, as experienced by both internal and external stakeholders
Working collaboratively with business partners, service reps, and subject matter experts across business and technology teams to comprehensively document the lifecycle of a client request, from initiation to completion
Understanding how our service reps use our tools to serve our clients and advisors and identifying opportunities for process improvements and automation
Collecting and analyzing operational and customer data, including cycle times, requests that are not in good order, and task analyses
Researching and documenting business rules, applications, data use and risks
Design Strategy
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 state
Aligning business partners, subject matter experts, and extended stakeholders on the current state problem definition, and collectively building a shared vision for the future state
Ensuring the future state 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
Facilitation and Co-creation
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 state 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
What you have
Requirements:
5+ years’ experience as a service designer, design strategist or systems practitioner working on large transformation initiatives that improve the experiences for both internal and external audiences
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.
Superior analytical capabilities
Strong communication skills and ability to deliver complex information
Advanced analytical, decision making, organizational, and creative thinking
Strong visualization skills, including experience maps, user journeys and service blueprints
Strong interpersonal skills and the ability to effectively engage with all levels of management
Preferred Requirements:
Experience in the financial services industry
Experience with Adobe CS
What’s in it for you
At Schwab, we’re committed to empowering our employees’ personal and professional success. Our purpose-driven, supportive culture, and focus on your development means you’ll get the tools you need to make a positive difference in the finance industry. Our Hybrid Work and Flexibility approach balances our ongoing commitment to workplace flexibility, serving our clients, and our strong belief in the value of being together in person on a regular basis.
We offer a competitive benefits package that takes care of the whole you – both today and in the future:
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
What’s in it for you:
At Schwab, we’re committed to empowering our employees’ personal and professional success. Our purpose-driven, supportive culture, and focus on your development means you’ll get the tools you need to make a positive difference in the finance industry. Our Hybrid Work and Flexibility approach balances our ongoing commitment to workplace flexibility, serving our clients, and our strong belief in the value of being together in person on a regular basis.
We offer a competitive benefits package that takes care of the whole you – both today and in the future:
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
Schwab is an affirmative action employer, focused on employing and advancing in employment, qualified women, racial and ethnic minorities, protected veterans, and individuals with disabilities in the workplace. If you have a disability and require reasonable accommodations in the application process, contact Human Resources at applicantaccessibility@schwab.com or call 800-275-1281.
Charles Schwab
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