At a Glance
- Tasks: Shape and optimise client experiences through strategic initiatives and collaboration.
- Company: Join Vanguard, a leading investment company focused on client interests.
- Benefits: Hybrid work model, competitive salary, and a culture of collaboration.
- Other info: Opportunity for growth in a dynamic, mission-driven environment.
- Why this job: Make a real impact on client experiences while working with innovative teams.
- Qualifications: Experience in journey mapping, CX analysis, and strong analytical skills required.
The predicted salary is between 49500 - 60500 £ per year.
As an Experience Manager, you will play a pivotal role in shaping, informing, and optimising the client experience across key strategic initiatives. Working alongside Experience Leads, Product Managers and cross functional partners, you will drive the business problem and solution discovery phases of strategic change, bringing early clarity to the problem spaces, identifying the CX vision, and helping define the scope of initiatives. This role blends analytical rigour, customer understanding, journey mapping and experience design expertise to ensure our client experience and key outcomes are embedded in all strategic change initiatives.
Core Responsibilities
- Accountable for defining the strategic design of client experiences in early stage discovery for strategic change initiatives.
- Work as part of a discovery Pod to produce key discovery artefacts (e.g., design principles, needs statements, value hypotheses, low‑fidelity experience prototypes) to visualise potential solutions and align stakeholders.
- Partner with Experience Leads and Product Managers to support the transition from strategic design into detailed design and delivery teams.
- Support Experience Leads in defining strategic vision for the Client Experience across the platform journeys.
- Establish measurement approaches for assessing change impacts to ongoing journey health; building KPI baselines and qualitative/quantitative insight loops to prove the value delivery for strategic change initiatives.
- Support Experience Leads by identifying key moments of truth, regulatory hotspots, and opportunities to improve or simplify the client experience.
- Ensure consistency with journey management frameworks and CX vision across all client journeys.
Qualifications & Experience
- Significant experience in journey mapping, service design, CX analysis, business analysis, or product design.
- Strategic thinker with background in human-centred design and experience / product strategy.
- Strong analytical skills, including interpreting performance metrics, behavioural data, and client research insights.
- Proficiency with journey mapping and design tools (e.g., Figma, Adobe tools).
- 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.
- Experience in financial services, regulated client journeys, or personal investment products.
Special Factors
This is a hybrid position and would require you to work in the office 3 days per week (Tuesday, Wednesday & Thursday).
Experience Manager (12-month contract) in London employer: Vanguard Asset Services
Vanguard is an exceptional employer that prioritises a mission-driven and collaborative culture, making it an ideal place for a Risk Specialist to thrive. With a strong focus on employee growth and development, the company offers unique opportunities to engage with diverse teams across Europe while contributing to impactful risk management practices. The hybrid working model enhances flexibility, allowing employees to balance in-office collaboration with remote work, all while being part of a leading investment management firm dedicated to serving clients' best interests.
StudySmarter Expert Advice🤫
We think this is how you could land Experience Manager (12-month contract) in London
✨Get Social with Customer Support Communities
Join customer support groups on platforms like Facebook or Reddit. They often share job openings or temp opportunities. Engaging with these communities can help you learn more about the specific skills and experiences employers are looking for, plus you'll meet folks who might know about openings at companies like Vanguard Asset Services.
✨Leverage Seasonal Hiring Trends
Since customer support roles can spike during busy seasons (think holidays and sales periods), keep an eye out for timelines when companies ramp up hiring. Make sure to apply early and stay active; sending a quick follow-up a week after applying can show your enthusiasm for the role.
✨Flex Your Communication Skills
In customer support, communication is key! Prepare for hypothetical scenarios that test your problem-solving and customer interaction skills. Practising answers to common role-play questions can really help you shine in interviews—trust us, it makes a difference!
✨Make the Most of Job Boards
Use industry-specific job boards like Glassdoor or Indeed to find temporary roles. Don’t forget to set up alerts for customer support positions at companies like Vanguard Asset Services. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace Experience Manager (12-month contract) in London
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
Showcase Problem-Solving Experience:Employers love to see how you've handled tricky situations. Include examples in your application where you’ve tackled customer concerns or had to think on your feet. It's all about proving you can keep cool under pressure and find solutions—something super important in a temporary customer support role!
Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to Vanguard Asset Services.
How to prepare for a job interview at Vanguard Asset Services
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in Vanguard Asset Services's industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services Vanguard Asset Services offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
✨Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
