Head of In-life journeys

You will own the strategy, vision, and outcomes for the in-life experience of UK Personal Investor clients, ensuring every interaction reinforces trust, drives engagement, and delivers on Vanguard’s 4 principles to drive investment success. This role spans digital and human touchpoints, with a strong focus on optimizing the mobile app experience, client communications, and help & support journeys.

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 optimize user flows.
• Ensure regulatory compliance across all client in-life journeys, communications and support processes.
• Participate in and influence ongoing business planning and departmental prioritization 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.