Establishing Strategy, Implementing Change
Expertise Provided
Corporate strategy development
Communication and Change management
Data collection and analysis
Creative design
Team development
The Digital Banking Solutions team, now known as Digital Retail, is the digital division for Charles Schwab and Co’s banking and investing. This 450-person, nationwide group works with cross-functional teams to create digital products and online experiences, ultimately crafting the user experience for more than 36,000 Schwab and TD Ameritrade clients.
The Managing Director of this division hoped to increase employee engagement, break down communication silos, and increase efficiencies in data collection and reporting. She also required assistance in crafting, communicating and driving the team’s strategic direction.
Client
Charles Schwab & Co.
Year
2022-2024
Industry
Financial Services
Location
Austin, TX
Key Accomplishments
Employee Engagement
Issue: The Digital Banking team was experiencing a siloed structure that prohibited teams from cross-collaboration. The ask was to break down those barriers and increase employee engagement.
Result: Spearheaded initiatives to increase employee engagement metrics 6% YoY with <1% voluntary attrition. Created and sponsored team’s engagement council for 450-person team.
Funding Mismatch Correction
Issue: EVP overseeing project management team discovered a $3.2M mismatch in contractor funding to particular projects, misaligning budget and reporting process.
Result: Created new reporting process for contractor reporting, implemented stronger management accountability, and worked with cross-functional team to ensure that reporting processes were accurate and compliant.
Return-to-Office Initiative
Issue: Executive leadership wanted to launch their return to office program, after being almost three years in a remote environment. Employee satisfaction tanked and leadership teams were looking for ways to mitigate attrition.
Result: With creative messaging, I led efforts for the 450-person organization to return to office, working with real estate, managing exception requests and technology teams to ensure a smooth transition.
“Justin embodies strong leadership qualities. He is highly approachable and readily available, provides active listening and valuable advice when I needed it most. He offered suggestions and solutions to help me navigate challenging situations, demonstrating his strong problem-solving abilities.”
— Lisa Mitchell, Los Angeles, CA