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Vanguard Charitable · 1 day ago

CX Program & Service Design Lead (Apollo)

Malvern, PA

Full-time

Onsite

Senior Level

7+ years exp

Vanguard Charitable is seeking a CX Program & Service Design Lead to act as the experience authority for their legacy technology transformation. This role will combine CX strategy and service design expertise to ensure client and internal user needs are prioritized, leading the CX workstream and collaborating with various stakeholders to deliver a seamless transformation experience.

Association

Responsibilities

Lead the CX portion of the transformation program; represent CX in governance forums and escalate experience risks

Maintain the CX roadmap and backlog for transformation deliverables (journey maps, service blueprints, experience requirements)

Align CX priorities with program timelines and dependencies; influence decisions without duplicating PM responsibilities

Map current and future-state client and staff journeys for account setup, contributions, investment selection, and granting

Develop service blueprints documenting frontstage/backstage interactions, data flows, and failure points

Define experience requirements for Salesforce Experience Cloud and Give Interactive, including usability, accessibility, compliance, and performance

Prototype and test new workflows and interfaces with clients and staff; iterate based on evidence

Ensure accessibility standards (WCAG 2.2) and inclusive design practices are embedded in all solutions

Partner with owners for Digital Experience, Workforce Enablement, AWS Integrations, Legacy Decommissioning, Accounting System, Data Migration & Reporting, and Change Management

Provide CX insights to inform communication, training, and adoption strategies

Define experience KPIs (NPS, CSAT, task success, adoption rates) and track progress

Maintain a CX risk register for migration gaps, integration latency, and client-facing impacts

Qualification

CX strategyService designJourney mappingService blueprintingSalesforce Experience CloudData migrationFigmaAgile toolsBI dashboardsCollaboration skills