Senior Manager, Client Experience

Vanguard•Malvern, PA

1d•Hybrid

About The Position

At Vanguard, we don't just have a mission—we're on a mission. To work for the long-term financial wellbeing of our clients. To lead through product and services that transform our clients' lives. To learn and develop our skills as individuals and as a team. From Malvern to Melbourne, our mission drives us forward and inspires us to be our best. How We Work Vanguard has implemented a hybrid working model for the majority of our crew members, designed to capture the benefits of enhanced flexibility while enabling in-person learning, collaboration, and connection. We believe our mission-driven and highly collaborative culture is a critical enabler to support long-term client outcomes and enrich the employee experience. Vanguard, one of the world's largest investment management companies, serves individual investors, institutions, employer-sponsored retirement plans, and financial professionals. We have a diverse and talented crew with a culture that promotes teamwork, along with an unwavering focus on serving our clients' best interests. This website uses "cookies" to distinguish you from other users. A cookie is a small file of letters and numbers placed on your computer or device. This helps us to provide you with a good experience when you browse our website and also allows us to improve our site and services. The cookies are stored locally on your computer or mobile device. To accept cookies you can continue browsing as normal. Or you can go to our Privacy Policy to read more information and learn how to change your preferences.

Requirements

8 or more years work experience, including 3+ years of leading large cross-functional/cross-regional teams on major organizational projects.
Executive Stakeholder experience required
Undergraduate degree or equivalent combination of training and experience.

Nice To Haves

Proven track record of leading and developing high-performing crew preferred.
Matrix leadership experience preferred
Experience in Client Experience, Client Success and Operations are helpful
Graduate degree preferred.

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.