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.