Head of Client Journeys & Design | London, UK

Lead the strategic vision and execution of client journeys and digital experience for UK Personal Investor clients. Applications are invited from International Crew on a ‘crew-initiated move’ basis (i.e. not expat terms).

Purpose

As Head of Client Journeys and Design you will lead the strategic vision and execution of the client journeys and digital teams and be focused on improving outcomes for clients of our UK Personal Investor business. You will cover all aspects of the client experience, optimising client journeys across both Digital and Human Servicing channels driving friction reduction and digital containment, while creating customer delight. You will collaborate with teams in strategy, marketing, client services, technology and operations, working with colleagues across our European and Global business to optimise the client experience and support business outcomes.

We are inviting applications from senior leaders with significant relevant experience gained in financial services as a Head of Product, Head of Client Experience, Chief Journey Officer, or similar leadership position. You will have led large teams, including leaders-of-leaders and will be adept at leading a large, complex business function. The role will be based permanently in either our London or Manchester office. At Vanguard we work on a hybrid basis, with Tuesday to Thursday in-office.

Duties and Responsibilities

• Develop the Customer Experience (CX) strategy around end-to-end client journeys, focusing on how to reduce non value-add contact, deliver value in the moments that matter, and improve core CX metrics (rNPS, CSAT, Conversion rate etc).
• Embed Digital Product Management principles within the team and build centre of excellence around product management.
• Work with the strategy team on how Vanguard’s client experience is a source of offer differentiation.
• Develop strategic approach to deliver better outcomes for clients, through the experience including personalisation and behavioural nudges.
• Own the development of Client Journey Governance, ensuring we have strong oversight of data and KPIs which tells us how our Client Journeys are performing aligned to our UKPI Strategy and key initiatives.
• Create an organisation structure that manages both the journeys and channels (mobile, web, secure site, chat etc.) in a cost effective, efficient and seamless way.
• Ensure our Customer Journeys align with our brand promise and mission – creating experiences that resonate and engage more with our clients.
• Create common WoW (aligning to DPM principles) to manage the product lifecycle from ideation to delivery and set tone of voice guidelines (with marketing) and clear design standards.
• Build an ecosystem of Client Feedback into the Client Journeys that ensures we are prioritising and focusing on the biggest client problems along with driving business benefit.
• Partner closely with Technology and Operations to ensure cohesive teams with a shared vision, focused on delivery of value.
• Communicate the status of Client Experience and work with business stakeholders to quickly resolve business delivery issues and support/drive escalations where required to enable rapid delivery.
• Work with agile coaches to mentor and coach client experience teams and guide on how to use process improvement practices to drive team engagement, increase delivery velocity and maximise value delivery.
• Capture and share best practices and learnings across Enterprise Client Experience teams.

Qualifications and Experience

• Significant relevant experience as a Head of Product, Head of Client Experience, Chief Journey Officer, or similar leadership position.
• Proven leadership experience, with a track record of effective coaching and people development.
• Program and Stakeholder Leadership – Leader needs to work seamlessly across functions, for example IT, Marketing and Operations, ensuring CX effective strategic prioritisation and execution.
• Transformational Leadership and New Ways of Working (NWoW) Mindset – this leader will change how we work across UKPI to develop CX goals and solutions that are aligned with business objectives.
• Strategic thinking, problem solving and communication skills. Strong investment and advice acumen.
• Excellent collaborator with ability to bring cross functional teams together and influence across levels.
• Executive presence – able to engage with and influence leaders and stakeholders across the Enterprise.
• Industry perspective – build external relationships and perspective to drive the vision forward.

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.#J-18808-Ljbffr