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Senior Client Experience Owner

2 months ago

Malvern, United States Vanguard Group Full time
B2B Senior Client Experience Owner

Develop solutions that put clients first

Within the Institutional Investor Group (IIG), we manage $1.7 trillion in assets, providing institutional clients, plan sponsors, and participants with recordkeeping, investment, and advice services, largely in defined contribution plans such as 401(k)s. Our mission is to give participants in these plans the best chance for retirement success. We are operating as one team to deliver the best that Vanguard has to offer across full service, investments, advice, and products-to all clients, across all channels.

As a B2B Senior Client Experience Owner, you are responsible for optimizing and improving the end-to-end client experience for our plan sponsor and consultant clients by putting them first across every interaction they have with us and by helping them work smarter in reaching their goals.

In this role, you will:
  • Develop the client experience vision, strategy, and roadmap by having a relentless focus on client needs and a strong understanding of business drivers.
  • Influence and collaborate with the client experience team and cross-functional enablement teams to create client experience transformations that drive significant change across people, process, and technology.
  • Translate your vision into an actionable business case with a clear link to both client and business value and a delivery/execution plan across integrated solutions.
  • Drive connection and break down silos across all appropriate stakeholders both within and outside of your department to optimize the end-to-end client experience and generate strong business support by forging a common understanding of decisions/needs impacting the client.
  • Oversee and monitor the health of the end-to-end client experience across all touchpoints (digital, human, operational, etc.) using client feedback and internal and external metrics.
  • Serve as a role model in innovation, inclusive leadership, and client-centricity.
What it takes:
  • Exceptional stakeholder management and deep collaboration skills.
  • Strong influence, persuasion and decision-making skills to effect change across multiple departments.
  • Ability to articulate a compelling vision to mobilize others to act.
  • Knowledge of or ability to come up to speed quickly on the retirement industry, services and competitive environment.
  • Deep expertise in and experience with the Client Experience discipline and modern work practices like Agile, Human-Centered Design, and Product Management preferred.
Qualifications
  • 8 or more years work experience, including 3+ years of leading large cross-functional/cross-regional teams on major organizational projects.
  • Undergraduate degree or equivalent combination of training and experience. Graduate degree preferred.


This role is part of our hybrid work model with Tuesdays - Thursdays required in our offices to foster collaboration and relationships. On Mondays and Fridays, our crew will have the option to work remotely, or continue working from one of our offices in Malvern PA, Charlotte N, or Scottsdale AZ.

Special Factors

Sponsorship
Vanguard is not offering visa sponsorship for this position.

About Vanguard

We are Vanguard. Together, we're changing the way the world invests.

For us, investing doesn't just end in value. It starts with values. Because when you invest with courage, when you invest with clarity, and when you invest with care, you can get so much more in return. We invest with purpose - and that's how we've become a global market leader. Here, we grow by doing the right thing for the people we serve. And so can you.

We want to make success accessible to everyone. This is our opportunity. Let's make it count.

Inclusion Statement

Vanguard's continued commitment to diversity and inclusion is firmly rooted in our culture. Every decision we make to best serve our clients, crew (internally employees are referred to as crew), and communities is guided by one simple statement: "Do the right thing."

We believe that a critical aspect of doing the right thing requires building diverse, inclusive, and highly effective teams of individuals who are as unique as the clients they serve. We empower our crew to contribute their distinct strengths to achieving Vanguard's core purpose through our values.

When all crew members feel valued and included, our ability to collaborate and innovate is amplified, and we are united in delivering on Vanguard's core purpose.

Our core purpose: To take a stand for all investors, to treat them fairly, and to give them the best chance for investment success.

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.