Senior Manager, Client Experience

We’re seeking a strategic, innovative leader to define and deliver a cohesive vision for our key administrative journeys - onboarding, plan design change, fund lineup change, and administer my plan. In this role, you’ll lead a high-performing team, translate vision into actionable roadmaps, and drive transformation that impacts both internal crew and plan sponsor experiences. You’ll remove barriers, champion experimentation, and collaborate across functions to create best-in-class solutions that meet evolving client needs. If you thrive on influencing outcomes, developing talent, and making measurable impact through KPIs and business case alignment, this is your opportunity to lead change at scale and elevate the client experience to new heights.
Responsibilities

• Hires, evaluates, and supervises crew. Provides guidance and training as necessary to develop crew. Sets performance standards, reviews performance, and makes informed compensation decisions in accordance with all applicable Human Resources policies and procedures.

• Influences and collaborates with client experience team and cross-functional enablement teams to create client experience transformations that drive significant change to the client experience.

• Challenges the business to drive for an innovative solution and ensure best in class solution designs. Embraces and drives experimentation to measure and implement integrated and proven solutions across multiple channels.

• Oversees and monitors health of client experiences from end-to-end using internal and external metrics. Manages deliverables and KPIs of client experiences team and elevate help requests to alleviate roadblocks.

• Generates and sustains strong business support by working with team members to help forge common understanding of the commercial decisions/impacts and the client propositions proposed.

• Drives connection across all appropriate stakeholders both within and outside of department to optimize client experiences end-to-end.

• Conducts analyses required to problem solve with the team on specific delivery, design, and strategic issues.

• Supports program business analysis and systems thinking by preparing and reviewing thought observations, process/system maps, data analysis, and research findings.

• Serves as subject matter expert supporting discussions with internal stakeholders and external clients.

• .Participates and influences ongoing business planning and departmental prioritization activities. Ensures client experience business outcomes are linked to business case drivers.

• Participates in special projects and performs other duties as assigned.

Qualifications

• 8 or more years work experience, including 3+ years of leading large cross-functional/cross-regional teams on major organizational projects.

• Proven track record of leading and developing high-performing crew preferred.

• Executive Stakeholder experience required

• Track record of persuasion and influence with Executive Stakeholders

• Matrix leadership experience preferred

• Experience in Client Experience, Client Success and Operations are helpful

• Undergraduate degree or equivalent combination of training and experience. Graduate degree preferred.

Special Factors

Sponsorship

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.