At a Glance
- Tasks: Lead the strategy for enhancing client experiences and managing product development.
- Company: Join Vanguard, a leading investment management company with a collaborative culture.
- Benefits: Enjoy a hybrid working model, competitive salary, and opportunities for professional growth.
- Other info: Be part of a diverse team focused on innovation and client success.
- Why this job: Make a real impact on client satisfaction and engagement in a dynamic environment.
- Qualifications: 10+ years in digital servicing and client engagement, with strong leadership skills.
The predicted salary is between 80000 - 100000 £ per year.
Core Responsibilities
- Define and execute the in-life experience strategy, aligning with business objectives and client outcomes to foster engagement and client satisfaction.
- Own the end-to-end client experience for in-life “jobs to be done”, ensuring seamless navigation across app & web features, communications, and support channels.
- Lead the planning, development and implementation of new products, analyse markets and develop business readiness & implementation plans.
- Enhance the mobile app experience, introducing intuitive features and design improvements that empower clients to manage their investments confidently.
- Responsible for increasing app store ratings and CSAT.
- Work with Client Communications Manager to review and improve client communications throughout a client's lifecycle, ensuring clarity, consistency, and personalization across all channels.
- Re-imagine help & support journeys, leveraging self-service tools, contextual guidance, and proactive assistance to reduce friction and improve resolution times.
- Lead a team of Product Managers responsible for the execution of strategy, managing and prioritising backlogs and delivery roadmap.
- Provide guidance and coach digital product teams towards best practices and learnings.
- Influence & collaborate with cross-functional teams, including Offer, Marketing, Technology and Operations to deliver scalable experiences and best practices that drive significant change to the client experience.
- Develop KPIs and measurement frameworks for engagement, satisfaction, relationship depth and retention, continuously iterating based on insights.
- Champion experimentation and A/B testing to validate enhancements and optimise user flows.
- Ensure regulatory compliance across all client in-life journeys, communications and support processes.
- Participate in and influence ongoing business planning and departmental prioritisation activities.
- Hire, evaluate, and supervise crew. Provide guidance and training as necessary to develop crew. Set performance standards, review performance, and make informed compensation decisions in accordance with all applicable Human Resources policies and procedures.
- Stay ahead of market trends in digital servicing, behavioural design, and client engagement best practices to maintain competitive advantage.
Qualifications & Experience
- Proven track record in digital servicing and client engagement within direct-to-consumer investment products and the UK regulatory environment.
- Experience leading cross-functional teams and delivering complex, multi-year initiatives.
- Strong understanding of mobile app design principles, client communication strategies, and support models.
- Data-driven mindset with expertise in engagement and retention analytics.
- Excellent stakeholder management and communication skills, adept at navigating and influencing senior stakeholders.
- Ability to navigate ambiguity and drive change in a fast-paced environment.
- Minimum of ten years related work experience, with at least eight years innovation strategy and execution experience.
- Undergraduate degree or equivalent combination of training and experience.
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.
About Us
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.
Head of In-life journeys employer: The Vanguard Group
Vanguard is an exceptional employer, offering a dynamic work environment that fosters collaboration and innovation. With a strong commitment to employee growth, we provide opportunities for professional development and a hybrid working model that promotes flexibility while ensuring meaningful connections among our team. Our mission-driven culture prioritises client satisfaction and engagement, making it a rewarding place to advance your career in the investment management sector.
StudySmarter Expert Advice🤫
We think this is how you could land Head of In-life journeys
✨Tip Number 1
Network like a pro! Reach out to people in your industry on LinkedIn or at events. A friendly chat can lead to opportunities that aren’t even advertised yet.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. We want you to show how your experience aligns with their goals, especially in enhancing client engagement and satisfaction.
✨Tip Number 3
Practice your pitch! You need to clearly articulate how you can drive change and improve client experiences. Keep it concise and impactful, focusing on your achievements in digital servicing.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about joining our team.
We think you need these skills to ace Head of In-life journeys
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to reflect the specific skills and experiences that align with the Head of In-life journeys role. Highlight your experience in digital servicing and client engagement, as this will show us you understand what we're looking for.
Showcase Your Achievements:Don’t just list your responsibilities; we want to see your impact! Use quantifiable results to demonstrate how you've improved client satisfaction or enhanced user experiences in previous roles. Numbers speak volumes!
Be Authentic:Let your personality shine through in your application. We value authenticity and want to get a sense of who you are beyond your professional achievements. Share your passion for client engagement and digital innovation!
Apply Through Our Website:We encourage you to submit your application directly through our website. This ensures that your application gets to the right people quickly and helps us keep track of all candidates efficiently. Plus, it’s super easy!
How to prepare for a job interview at The Vanguard Group
✨Know Your In-life Experience Strategy
Before the interview, make sure you understand the core responsibilities of the Head of In-life Journeys role. Familiarise yourself with how to define and execute an in-life experience strategy that aligns with business objectives. Be ready to discuss your past experiences where you've successfully enhanced client satisfaction and engagement.
✨Showcase Your Cross-Functional Leadership
This role requires leading cross-functional teams, so prepare examples of how you've influenced and collaborated with different departments. Think about specific projects where you managed diverse teams and delivered complex initiatives. Highlight your stakeholder management skills and how you navigated challenges.
✨Demonstrate a Data-Driven Mindset
Since the position involves developing KPIs and measurement frameworks, come prepared with insights on how you've used data to drive engagement and retention. Discuss any A/B testing or experimentation you've led, and how those results informed your strategies. This will show your analytical approach to improving client experiences.
✨Stay Ahead of Market Trends
Research current trends in digital servicing and client engagement, especially within the investment sector. Be ready to share your thoughts on how these trends can be leveraged to enhance the mobile app experience. Showing that you're proactive about market developments will demonstrate your commitment to maintaining a competitive advantage.
