Core Responsibilities
- Accountable for defining the strategic design of client experiences in early stage discovery for strategic change initiatives
- Work as part of a discovery Pod to produce key discovery artefacts (e.g., design principles, needs statements, value hypotheses, low‑fidelity experience prototypes) to visualise potential solutions and align stakeholders.
- Partner with Experience Leads and Product Managers to support the transition from strategic design into detailed design and delivery teams
- Support Experience Leads in defining strategic vision for the Client Experience across the platform journeys
- Establish measurement approaches for assessing change impacts to ongoing journey health; building KPI baselines and qualitative/quantitative insight loops to prove the value delivery for strategic change initiatives
- Support Experience Leads by identifying 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
Qualifications & Experience
- Significant experience in journey mapping, service design, CX analysis, business analysis, or product design
- Strategic thinker with background in human-centred design and experience / product strategy.
- Strong analytical skills, including interpreting performance metrics, behavioural 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.
Special Factors
- This is a hybrid position and would require you to work in the office 3 days per week (Tuesday, Wednesday & Thursday).
- Please note that we review applications on a rolling basis and may close this role early if there is a high level of interest. To avoid missing out, we recommend applying as soon as possible
Why Vanguard?
Vanguard is a different kind of investment company. It was founded in the United States in 1975 on a simple but revolutionary idea: that an investment company should manage its funds solely in the interests of its clients.
This is a philosophy that has helped millions of people around the world to achieve their goals with low-cost, uncomplicated investments.
It's what we stand for: value to investors.
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.
Skills Required
- Significant experience in journey mapping, service design, CX analysis, business analysis, or product design
- Background in human-centered design and experience or product strategy
- Strong analytical skills interpreting performance metrics, behavioral data, and client research insights
- Proficiency with journey mapping and design tools such as Figma and Adobe tools
- Excellent stakeholder management and communication skills, including 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
Vanguard Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Vanguard and has not been reviewed or approved by Vanguard.
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Retirement Support — Retirement support appears unusually strong through a 401(k) design that includes a match plus an additional employer contribution, which can materially lift long-term total rewards. HSA seeding and an enhanced employer match further strengthen the savings-and-benefits value of the package.
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Wellbeing & Lifestyle Benefits — Wellbeing and lifestyle support is reinforced by a sizable annual FlexFund stipend that can be applied across many day-to-day categories such as fitness, childcare, and other personal expenses. On-site or virtual clinics and fitness options add practical health and wellness convenience.
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Affordable Benefits — Healthcare and related benefits are positioned as comparatively affordable via heavily subsidized medical plans and broad coverage options. This affordability can offset moderate base pay for employees who place higher value on out-of-pocket cost reductions.
Vanguard Insights
What We Do
We are a community of 30 million who think – and feel – differently about investing. Together, we’re changing the way the world invests. Since our founding in 1975, helping our investors achieve their goals is our sole reason for existence. With no other parties to answer to and therefore no conflicting loyalties, we make every decision—like keeping investing costs as low as possible—with only your needs in mind. Vanguard is one of the world's largest investment companies, offering a large selection of high-quality low-cost mutual funds, ETFs, advice, and related services. Individual and institutional investors, financial professionals, and plan sponsors can benefit from the size, stability, and experience Vanguard offers. As of April 30, 2019, we managed more than $5.6 trillion in global assets. In addition, we have 189 funds in the United States and 225 funds in global markets. For Commenting Guidelines & Important information, visit here: http://vanguard.com/linkedin Vanguard Marketing Corporation, Distributor.
