Charles Schwab Senior Manager - Client Loyalty in Lone Tree, Colorado


Lone Tree - CO, DENR1, 9800 Schwab Way, 80124

Lance Alan Britton


We believe that , when done right, investing liberates people to create their own destiny. We are driven by our purpose to champion every client’s goals with passion and integrity. We respect and appreciate the diversity of our employees, our clients, and the communities we serve. We challenge conventions strategically to create value for our clients, our firm and the world. We live and bring to life the concept of ‘own your tomorrow’ every day. We champion our employee strengths, guide their development, and invest in their long-term success. We hire optimistic, results-oriented, curious, innovative, and adaptable people with the desire to help our clients and one another succeed.

As a company, we were established by Chuck at over 40 years ago to champion Main Street over Wall Street, and to help Americans transform themselves from earners to owners. Through advocacy and innovation, we work to make investing more affordable, accessible and understandable for all. As we enter our fifth decade, we are looking for talented, innovative and driven people who believe they can help themselves, and our clients, create a better future.

At Schwab, every action and each decision is based on building trust and seeing things through the eyes of our clients. Our Client Loyalty group tracks how clients perceive us and what we can do to improve. Do you understand how client loyalty connects to business results? Do you know how to discover insights and influence others to turn them into action? Let’s talk.

The Role: Senior Manager, Client Loyalty, will…

  • Analyze relationship and interaction satisfaction surveys and related “Voice of Client” feedback to develop client insights, share results, and influence business partners to help improve the client experience

  • Partner with key stakeholders ranging from front-line staff to senior leadership to take action on improving client loyalty

  • Manage projects to improve the client experience and the client feedback loop

  • Deliver quantitative and qualitative insights to support data-driven decision making and measure the impact

  • Work collaboratively with others, including colleagues in our analytics group, technical partners and vendors

  • Demonstrate thought leadership by recommending appropriate analytic approaches and identifying new ways to apply research and analytics

  • Be resourceful and flexible with the ability to adapt to the changing needs of business partners

What We Have:

  • An Analytics & Business Insight organization of 150+ staff that you will be part of, with a clear mission to help Schwab compete on analytics and measurement – in particular, to understand client needs and goals better than anyone, and then to make data-driven, strategic decisions to drive business impact

  • A long history and culture of seeing investing Through Clients’ Eyes

  • 4000 professionals in a top-notch Denver campus that includes modern meeting facilities, a multi-station cafeteria, sit/stand desks, and views of Colorado’s front range

What You Have:

  • Consultative skills necessary for translating research methodologies and insights into action, working with all levels of leadership

  • Relationship skills sufficient for managing partnerships across multiple enterprises and to succeed in advocating for client experience enhancements

  • Experience in client loyalty concepts and processes, especially NPS and also techniques including survey design, journey mapping, quantitative analysis, text mining, and visualization

  • Strategic thinking and understand the power and potential of leveraging “Voice of the Client” feedback and are eager to roll up his/her sleeves to drive action

  • Analytic skills and the ability to organize disparate data to tell a compelling story

  • Experience with project management and process management, and can build and maintain efficient workflows

  • A drive to innovate – you look for better processes, uncover new drivers and find ways of elevating client loyalty

You Might Also have:

  • 5+ years of business experience in a discipline such as data analysis, project management, consulting, or business strategy

  • Experience managing large projects and complex implementations

  • 2+ years of experience and proficiency in organizing and analyzing multiple data sources leveraging data and analytic tools (e.g. SQL, Excel, SAS, Text mining)

  • BS/BA degree preferred

  • Financial services experience and/or project experience within the financial services industry

  • Past roles in consumer research and analytics

What you’ll get:

  • Everyday Wellness: Healthy Rewards, Onsite Fitness Classes, Healthy Choices, Wellness Champions

  • Financial Fitness: 401k Match, Employee Discounts, Personalized advice, Brokerage discounts

  • Work/Life Balance: Sabbatical, New Mothers returning to work Program, Tuition Reimbursement Programs, Time off to volunteer

  • Inclusion: Employee Resource Groups, Commitment to diversity, Strategic partnerships

  • Not just a job, but a career, with an opportunity to do the best work of your life

Learn more about Life@Schwab at .

Charles Schwab & Co., Inc. is an equal opportunity and affirmative action employer committed to diversifying its workforce. It is Schwab's policy to provide equal employment opportunities to all employees and applicants without regard to race, color, religion, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), gender identity or expression, national origin, ancestry, age, disability, legally protected medical condition, genetic information, marital status, sexual orientation, protected veteran status, military status, citizenship status or any other status that is protected by law.

Job Specifications

Relocation Offered?: No

Work Schedule: Days

Languages: English - spoken

Current Licenses / Certifications: None

Relevant Work Experience: Project Management-6+ yrs, Analyst/Strategy-2-5 yrs, Project Management-2-5 yrs, Marketing-2-5 yrs, Advertising-2-5 yrs, Advertising-6+ yrs, Analyst/Strategy-6+ yrs, Marketing-6+ yrs

Position Located In: CO - Lone Tree

Education: BA/BS

Job Type: Full Time

Category:Marketing Analytics

Activation Date: Wednesday, October 11, 2017

Expiration Date: Monday, November 6, 2017

Apply Here