Client Journey Owner

Vanguard•Malvern, PA

4d•Hybrid

About The Position

We are seeking a strategic and results-driven Client Journey Owner, Senior Specialist to lead the Digital Access team. This team will design and optimize digital experiences for key clients. The role will lead a cross-functional agenda to deliver a connected client experience across the advisor lifecycle—building and refining integrated journeys that span digital and sales channels to build new relationships, drive deeper engagement, and win opportunities with this key part of the Financial Advisor Services audience.

Requirements

8+ years of experience in digital product management, growth marketing, client journey ownership, or a related field, preferably in financial services or B2B environments.
Bachelor’s degree in Digital, Marketing, Business, or related field; MBA or relevant certification a plus.
Proven track record of driving measurable results across the customer lifecycle.
Strong understanding of digital marketing, sales funnels, CRM, and marketing automation.
Analytical mindset with experience in journey mapping, data analysis, and success metric definition. Ability to analyze data and translate insights into actionable marketing strategies.
Excellent communication, collaboration, stakeholder management, and project management skills.
Demonstrated ability to lead cross-functional initiatives and drive results in a matrixed environment.
Ability to influence and navigate ambiguity in a dynamic environment

Responsibilities

Strategic Leadership & Alignment:
Develop and execute a roadmap for the digital ecosystem that reflects business and product priorities and drives customer engagement and sales activation.
Align digital strategies with sales and client strategies to maximize conversion and market share growth.
Define and communicate a clear vision for the integrated client experience across digital and sales touchpoints.
Journey Optimization & Initiative Prioritization:
Lead cross-functional team in designing and optimizing digital experiences and journeys aligned with sales processes, product, and client objectives.
Prioritize initiatives based on business impact, customer needs, and stakeholder input.
Define, track, and report on success metrics (e.g., newly reached advisors, digital engagement, opportunity conversion rates) for each stage of the journey.
Lead cross-functional teams to design and implement experiments that validate hypotheses, deliver enhancements, and drive engagement and conversion.
Collaboration & Stakeholder Management
Collaborate closely and self-organize with product owner peer group to manage the advisor experience holistically and maximize the impact of digital strategies across segments.
Work closely with BD Sales, Business Intelligence, Distribution Enablement, Distribution Strategy, Sales Tech, Advisor Tech, and Endurance Marketing among other teams to ensure alignment and execution of digital experience initiatives.
Continuous Improvement & Innovation
Stay abreast of industry trends, digital best practices, and emerging technologies (i.e. AI) to drive innovation in digital journeys and operational efficiencies.
Foster a culture of agility, experimentation, and continuous improvement.