CX Program & Service Design Lead (Apollo)

VANGUARD CHARITABLE ENDOWMENT PROGRAM•Malvern, PA

About The Position

The CX Program & Service Design Lead is the experience authority for our legacy technology transformation, ensuring client and internal user needs are embedded in every decision. This role does not own overall program governance—that responsibility sits with the Senior Business Transformation Lead and project managers—but it owns the CX workstream within the transformation. The role combines CX strategy and service design expertise to deliver future-state journeys, service blueprints, and experience requirements for new platforms, including Salesforce Experience Cloud, Give accounting system, AWS integrations, and related data/reporting changes. Acting as the voice of the client and internal user, this position partners with system owners and change leaders to ensure the transformation delivers a seamless, compliant, and values-aligned experience.

Requirements

Bachelor’s degree required; advanced degree or service design certification preferred.
7+ years in CX, service design, or product leadership; experience in complex system transformations strongly preferred.
Expertise in journey mapping, service blueprinting, and experience requirement writing.
Strong collaboration skills; ability to influence without direct authority.
Familiarity with Salesforce, accounting platforms, and data migration considerations.
Tools: Figma, Salesforce, Agile tools, BI dashboards.

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.