Evolve the Client Experience
Help lead Vanguard’s secure site, Vanguard.com logged in experience, focusing on evolving the overall client experience. You will lead a team of Product Owners who have responsibility for critical elements of our digital experiences: Personalization (HyperP), Wayfinding Initiative, global navigation, design system, content management system, and web platform optimization. You will join a team of product owners who are accountable for directing and prioritizing agile teams' activities based on a relentless focus on client needs and a strong understanding of business drivers.
In this role, you will...
Lead critical areas of the web channel by owning the strategic vision and roadmap, with a deep understanding of the underlying product(s) and associated business areas.
Manage a team of Product Owners who lead passionate agile teams that enhance features within the web experience and direct production support activities.
Work with your Product Owners to prioritize the team's work to meet key business goals and deliverable dates.
Embrace the test and learn mentality to drive iterative improvements to the client experience.
Accountable for key metrics of digital channel experience (e.g., CSAT, distribution, digital containment, client outcomes) and channel performance (e.g., availability, response time).
Ensure quality software and experiences are delivered.
Ensure navigation and findability are effective by living and breathing the end-to-end site map and client flows.
Ensure web experience and infrastructure is continuously modernized and that the latest tools and capabilities are available.
Work collaboratively with CX Journeys to further enable the web channel for key client journeys.
Continuously audit the site looking for opportunities for improvements on UI, usability, content, benchmark scenarios, and diligently enhancing and simplifying all parts of the experience.
Challenge the business to drive for innovative solutions; “think out of the box,” and ensure best-in-class solution designs. Embrace and drive experimentation to measure and implement integrated and proven solutions.
Create, maintain, and employ various qualitative and quantitative analysis techniques to improve the user experience continually.
Build and maintain strong business support from team members to promote a consistent approach to decisions/impacts and client propositions.
Work with the team to continually optimize the efficiency of our agile implementation and delivery.
Design an experience that delivers
A critical component of the Vanguard flywheel is delivering a world-class client experience. With that in mind, the Personal Investor Digital and Analytics sub-division was created in 2019 to enhance our clients' experiences and differentiate Vanguard from competitors that adopt aspects of our low-cost investment philosophy. We create meaningful world-class experiences that exceed client expectations, positioning Vanguard as the trusted financial partner and industry disruptor. This role will join the broader Digital and Analytic team, supporting our B2C client experiences across Personal Investor, AWM and Workplace Solutions divisions.
What it takes
Undergraduate degree or equivalent combination of training and experience. Graduate degree preferred.
10 or more years’ work experience, including 5+ years of leading large cross-functional/cross-regional teams on major organizational projects
Demonstrated ability to lead a team of Product Owners.
Demonstrated ability to achieve results while working in a cross-functional environment
Demonstrated experience with facilitation, situational awareness, conflict resolution, continual improvement, empowerment, and increasing transparency.
Demonstrated experience implementing and executing agile principles with strong digital and technical skills.
Demonstrated experience and deep understanding of user experience best practices.
Experience with AI/ML is a strong plus.
Special Factors
Sponsorship
Vanguard is not offering visa sponsorship for this position.About Vanguard
At Vanguard, we don't just have a mission—we're on a mission.
To work for the long-term financial wellbeing of our clients. To lead through product and services that transform our clients' lives. To learn and develop our skills as individuals and as a team. From Malvern to Melbourne, our mission drives us forward and inspires us to be our best.
How We Work
Vanguard has implemented a hybrid working model for the majority of our crew members, designed to capture the benefits of enhanced flexibility while enabling in-person learning, collaboration, and connection. We believe our mission-driven and highly collaborative culture is a critical enabler to support long-term client outcomes and enrich the employee experience.
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