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About the Role
As an Experience Manager, you will shape, inform, and optimize client experience across strategic initiatives. You will drive problem and solution discovery, define CX vision, and scope initiatives by blending analytical rigor, customer understanding, journey mapping, and experience design expertise.
Responsibilities
- Define the strategic design of client experiences in early-stage discovery for strategic change initiatives.
- Produce key discovery artifacts (e.g., design principles, needs statements, value hypotheses, low-fidelity experience prototypes) to visualize potential solutions and align stakeholders.
- Support the transition from strategic design into detailed design and delivery teams.
- Support the definition of strategic vision for the Client Experience across platform journeys.
- Establish measurement approaches for assessing change impacts to ongoing journey health, building KPI baselines and insight loops to prove value delivery.
- Identify key moments of truth, regulatory hotspots, and opportunities to improve or simplify the client experience.
- Ensure consistency with journey management frameworks and CX vision across all client journeys.
Requirements
- Significant experience in journey mapping, service design, CX analysis, business analysis, or product design.
- Strategic thinker with background in human-centered design and experience/product strategy.
- Strong analytical skills, including interpreting performance metrics, behavioral data, and client research insights.
- Proficiency with journey mapping and design tools (e.g., Figma, Adobe tools).
- Excellent stakeholder management and communication skills, adept at navigating and influencing senior stakeholders.
- Ability to navigate ambiguity and drive change in a fast-paced environment.
- Experience in financial services, regulated client journeys, or personal investment products.
Skills
- Journey mapping
- Service design
- CX analysis
- Business analysis
- Product design
- Human-centered design
- Experience strategy
- Product strategy
- Analytical skills
- Stakeholder management
- Communication skills
- Figma
- Adobe tools
Location
- Hybrid
Work Type
- Hybrid
- Full-time
About the Company
- Vanguard is a different kind of investment company, founded in 1975 with the principle of managing funds solely in the interests of clients.
- This philosophy has helped millions achieve their goals with low-cost, uncomplicated investments.
- Vanguard's mission is value to investors.
- Vanguard has implemented a hybrid working model designed to capture flexibility while enabling in-person learning, collaboration, and connection.
- Vanguard believes its mission-driven and highly collaborative culture is critical for long-term client outcomes and enriching the employee experience.