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Vanguard · 3 hours ago

Senior Manager, Client Experience

Charlotte, NC

Full-time

Hybrid

Senior Level, Lead/Staff

8+ years exp

Vanguard is a company focused on the long-term financial wellbeing of its clients. They are seeking a Senior Manager for Client Experience to lead and supervise a team, drive innovative solutions, and optimize client experiences through collaboration and analysis.

FinanceFinancial Services

No H1B

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