Your opportunity
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 goal 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 50 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.
The Director, Customer Service and Support (CS&S) Analytics will lead the Customer Service and Support Analytics department. Charles Schwab’s CS&S Analytics team provides analytics strategy and support, through business intelligence, client interaction (call/chat) analytics, and other functions critical to the success of the service organizations throughout Charles Schwab. The Contact Center Data & Analytics (CCDNA) Team empowers leaders throughout the firm to make data driven decisions. The team provides insights and makes actionable recommendations that improve client experiences through phone, chat, and digital. We deliver reporting to multiple departments over all relevant time frames and utilize data and analytics to drive strategic and tactical decisions. We work, think, and approach problems differently than your traditional financial services firm. With innovation at the forefront we drive to change both how Schwab operates and how the industry serves investors and advisors. We collaborate across client service, finance operations, technology, digital and product teams to put our financial professionals in the best position to deliver upon a superior client experience, while also balancing the requirements of the employee experience.
What you are good at:
Technical Expertise – Mastered ability to leverage data and produce insights that will strategically guide client and employee experience, driving meaningful change in organizational performance.
Strategic Thinking – Analyzing organizational and departmental competitive position and developing a clear and compelling vision of what the organization needs for success in the future.
Business Acumen – Thorough knowledge of Schwab departments, processes, and systems with the ability to foster relationships across all business units.
Fostering Innovation – Developing, sponsoring, or supporting the introduction of new and improved methods, products and procedures.
Influencing Others – The ability to gain others’ support for ideas, proposals, projects, and solutions.
The Director, Customer Service and Support (CS&S) Analytics will:
Provide ongoing and ad hoc analysis (call drivers/topics/trends) on call and chat interactions to guide CS&S strategy in serving our clients.
Provide and analyze business performance metrics (ie. AHT/productivity/transfer & consults) to identify opportunities to refine business processes, workforce management, and more through contact center analyses.
Elevate segment specific analysis needs, finding better ways to serve unique client sets.
Expand the quality and depth of call taxonomy while also leveraging emerging technologies (NLP models) and advanced technologies to increase descriptive insights.
Support strategic initiatives and service product releases, ensuring success while also discovering opportunities for improvement.
Provide business intelligence to service teams, business leaders, workforce management, and other key partners.
Partner with other data and analytics departments in joint projects (cross channel/journey analytics) as well as elevate the overall analytical acumen of the firm.
Support discovery and continuous improvement in product and processes (shortened cycle time/batch vs. real-time).
What you have
Bachelor’s degree or equivalent business experience.
Securities or financial industry experience required (securities licenses preferred).
7+ years of analytics and leadership experience.
Ability to work with large structured or unstructured databases (Teradata, Oracle, SAS, Hadoop, Google Cloud).
Experience using data science tools, like Python, to synthesize data into a usable and easily consumable formats.
Strength in working with business partners to define data requirements, identify gaps and communicate to the business additional data needs.
Proficiency with visualization tools, such as Tableau.
Experience and demonstrated ability to strategically lead Data & Analytics; strong analytical skills with the ability to use data and metrics to drive business decisions that benefit teams across the firm.
Commitment to creating a culture that drives continuous improvement, identifies innovative solutions and nurtures loyalty.
Ability to manage complex, dynamic environments with an appropriate sense of urgency.
Proven ability to establish and maintain effective relationships throughout the organization as a collaborative team player.
Demonstrated ability to influence, build consensus and engage others to reach desired future state of the business to accelerate the team and business partners through change.
Hands on experience with machine learning techniques, e.g., natural language processing (NLP), supervised/unsupervised (clustering, classification, regression, anomaly detection) and Deep learning / AI (ANN, CNN) is preferred.
Ability to implement ML best practices for the entire data science lifecycle.
Excellent ability to work with structured and unstructured data sets.
Experience writing and speaking about technical concepts to business, technical, and lay audiences and giving data-driven presentations.
Experience with speech analytics tools such as Nexidia preferred.
Demonstrated ability to influence, build consensus and engage others to reach desired future state of the business to accelerate the team and business partners through change.
Familiarity with telephony data is a plus.
Working knowledge of Schwab departments, products and services is a plus.
Base Compensation: $116,100- $258,100. Your compensation may be different. Talk with your Talent Advisor to learn more. In addition to the salary range, this role is also eligible for bonus or other incentive opportunities.
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.
