Evolve the Client Experience

Help lead Vanguard's secure site, Vanguard.com logged in experience , focusing on evolving the overall client experienc e . You will lead a team of Product Owners who have responsibility for critical elements of our digital experiences: Personalization ( HyperP ), Wayfinding Initiative, global navigation, d esign s ystem , 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 , d igital c ontainment, c lient o utcomes ) 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. Th is 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.