B2B Client Experience Owner at Vanguard (Charlotte, NC)

| Charlotte, NC
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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 Client Experience Owner, you are responsible for optimizing and improving the end-to-end client experience for our plan sponsors by putting them first across every interaction they have with us and by helping them drive outcomes for the participants they serve.

In this role, you will:
  • Develop the client experience vision and roadmap by having a relentless focus on client needs and a strong understanding of business drivers.
  • Oversee the entire product development lifecycle in partnership with Product Management, UX, Product Development, and other enablement teams.
  • Influence and collaborate with the client experience team and cross-functional enablement teams to create client experience transformations that drive significant change to the end-to-end client experience.
  • Translate your vision into an actionable business case with a clear link to value and a delivery/execution plan across integrated solutions.
  • Drive connection 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 family 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.
  • Deep expertise in and experience with the Client Experience discipline and modern work practices like Agile, Human-Centered Design, and Product Management.
  • Strong influence, persuasion, and decision-making skills.
  • Ability to tell a compelling vision to mobilize others to act.
  • Knowledge of or ability to come up to speed quickly on the retirement plan industry, services and competitive environment.

  • 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.

Special Factor:
  • 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.

Future of Work

During the pandemic, we transitioned to a work from home model for the majority of our crew and we continue to interview, hire, and on-board future crew remotely.

As we have developed the path forward, we have taken a thoughtful approach that both maximizes the advantages of working remotely and the many benefits of coming together and collaborating in a shared workspace. We believe that in-person interactions among our crew are important for preserving our unique culture and advantageous for the personal development of our crew.

When our Crew return to the office, many will work in our hybrid model. A smaller proportion of our crew will operate in the Work from Home work model (for example, field sales crew); or in the Work from Office model (for example, portfolio managers).

The working model that your role falls into will be communicated to you in the interview process - please do ask if you are unsure. We encourage you to make the decision regarding your job interview and offer knowing which model your role will fall into. We will test and learn as our ways of working evolve and will continue to evaluate working models along the way.
More Information on Vanguard
Vanguard operates in the Fintech industry. The company is located in Valley Forge, PA, Charlotte, NC and Scottsdale, AZ. Vanguard was founded in 1975. It has 20252 total employees. It offers perks and benefits such as Flexible Spending Account (FSA), Disability insurance, Dental insurance, Vision insurance, Health insurance and Life insurance. To see all 63 open jobs at Vanguard, click here.
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