Senior Client Experience Strategist

3 weeks ago


Charlotte, North Carolina, United States Vanguard Full time
About the Role

We are seeking a highly skilled Senior Client Experience Owner to join our Institutional Investor Group. As a key member of our team, you will be responsible for optimizing and improving the end-to-end client experience for our plan sponsor and consultant clients.

Key Responsibilities
  • Develop a client experience vision, strategy, and roadmap that aligns with business drivers and client needs.
  • Influence and collaborate with cross-functional teams to create client experience transformations that drive significant change.
  • Translate vision into actionable business cases with clear links to client and business value.
  • Drive connection and break down silos across stakeholders to optimize the end-to-end client experience.
  • Oversee and monitor the health of the client experience across all touchpoints using client feedback and internal metrics.
Requirements
  • Exceptional stakeholder management and 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 the retirement industry, services, and competitive environment.
  • Deep expertise in Client Experience discipline and modern work practices like Agile, Human-Centered Design, and Product Management.
What We Offer

Vanguard is a mission-driven company that values diversity, inclusion, and collaboration. We offer a hybrid work model with opportunities for growth and development. If you are a motivated and experienced professional looking to make a meaningful impact, we encourage you to apply.



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