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Vanguard · 2 hours ago

Customer Experience Strategy Manager

Malvern, PA

Full-time

Hybrid

Senior Level, Lead/Staff

8+ years exp

Vanguard is on a mission to ensure the long-term financial wellbeing of clients through transformative products and services. The Customer Experience Strategy Manager will collaborate with cross-functional teams to enhance client experiences and drive effective journey transformations.

FinanceFinancial Services

No H1B

Responsibilities

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

Partners with business leaders and develops innovative and non-traditional solution designs. Designs and oversees experiment to measure and implement integrated solutions across multiple channels (web, email, print, phone, etc)

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

Ensures journey business outcomes are linked to business case drivers

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

Participates in special projects and performs other duties as assigned

Qualification

Client journey transformationData-driven insightsCross-functional team leadershipAnalytical skillsBusiness acumenInnovative solution designStakeholder engagementResearchAnalysis

Required

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

Undergraduate degree or equivalent combination of training and experience

Demonstrated ability to lead and influence cross‑functional teams in developing and executing end‑to‑end client journey transformations, using data-driven insights to improve client experiences across multiple channels

Strong analytical skills with experience conducting research, interpreting metrics, building business cases, and leveraging systems-thinking approaches to inform solution design and strategic recommendations

Exceptional ability to partner with business leaders, subject matter experts, and external partners to align on goals, resolve roadblocks, and ensure solutions are integrated, scalable, and aligned to organizational priorities

Experience designing innovative, non-traditional solutions and overseeing experiments or pilots across digital and traditional channels (e.g., web, email, phone, print), ensuring measurable business and client impact

Strong business acumen with the ability to translate complex commercial impacts, client insights, and operational constraints into clear, actionable recommendations that gain broad organizational support