About the Role
Do you love to get into the nitty gritty but also step back and think big? Do you have a passion for human-centered design and uncovering user needs? Are you an advocate for research and excited to bring others along for the ride in a fast-paced, highly autonomous setting? Then we can’t wait to meet you!
We seek a Senior Client Experience Researcher skilled in qualitative and design research methods, plus project and stakeholder management. This role manages and executes research initiatives within agile, cross-functional teams.
In this role, you will:
- Recommend appropriate quantitative or qualitative approaches to gather necessary insights from clients or prospects.
- Conduct research using a wide variety of qualitative and quantitative methods to identify user needs and gather user feedback, leveraging support from other research disciplines (i.e. data analytics) as appropriate
- Ensure research participants’ privacy and conduct sessions in a professional manner.
- Collect data, analyze, summarize, and activate research results.
- Represent the user and communicate research insights and recommendations in compelling and creative ways with team members and senior management. Suggest strategies to gain buy-in from the business. Negotiate adoption of critical recommendations.
- Contribute actionable suggestions based on knowledge of target user base and best practices.
- Work cross-functionally with behavioral scientists, software developers, designers, data scientists, and marketing.
- Assist in building research quality and consistency practices. Train and mentor junior staff in best practices of client experience research. Provide guidance, training, and motivation.
- Participate in special projects and performs other duties as assigned.
What it takes:
- MA/MS/PhD in a related field or the equivalent combination of training and experience, with degree in HCI, Psychology, Sociology, Human Factors, Usability, or Information Science
- 7+ years relevant research experience
- Track record of thought leadership and demonstrated ability to prioritize initiatives to influence strategic decisions
- Demonstrated ability to manage and lead others through ambiguity in a fast-paced agile environment
- Strong business acumen; an understanding of business goals, strategies, and pressures while being aware of industry trends and competitive actions as a context for doing research
- Experience using design thinking approaches in product design and research
- Command a broad set of qualitative and user-centered design research methods (e.g., usability testing, client interviews, diary study, surveys)
- Proficient knowledge of quantitative research methods
- Compelling communication and presentation/storytelling skills
- Ability to facilitate group meetings and collaboration sessions
- Experience using a wide range of user experience research software and tools (e.g., Usertesting.com, Medallia, Qualtrics)
- Strong project management skills and experience guiding multiple projects simultaneously
- Experience in the financial industry or other highly regulated industries is a plus
- Omnichannel research experience is a plus
A design experience that delivers
Vanguard, a recognized employer of choice, is a leading investment management firm driven by a low cost, 100% client focused model. Vanguard believes that Client Experience is core to continued growth and success in the marketplace. As such, we are focused on delivering world-class experiences and investor outcomes at speed through multidisciplinary lab teams fully organized around client journeys.
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 transparency, and when you invest with care, you 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.
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.
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.
-
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.
-
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.
-
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
Similar Jobs
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.
