At a Glance
- Tasks: Lead the strategy for enhancing client experiences across digital and human touchpoints.
- Company: Join Vanguard, a mission-driven company focused on client success and collaboration.
- Benefits: Enjoy a hybrid working model, competitive salary, and opportunities for professional growth.
- Other info: Be part of a dynamic team that values innovation and continuous improvement.
- Why this job: Make a real impact by optimising client journeys and driving engagement in investment products.
- Qualifications: 10+ years in digital servicing with strong leadership and communication skills.
The predicted salary is between 60000 - 75000 £ per year.
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.
Leads the planning, development and implementation of new products, analyzes markets and develops 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.
Provides guidance and coaches digital product teams towards best practices and learnings.
Influences & 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. Participates in and influences ongoing business planning and departmental prioritization activities.
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. 13.
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. #J-18808-Ljbffr
Head of In-life journeys in London employer: Vanguard
Vanguard in Manchester is an exceptional employer, offering a dynamic work culture that fosters collaboration and innovation. Employees benefit from comprehensive growth opportunities, including professional development and mentorship, while enjoying the flexibility of a hybrid work model that promotes work-life balance. With a commitment to excellence and a supportive environment, Vanguard empowers its team members to thrive and make impactful contributions to the business.
StudySmarter Expert Advice🤫
We think this is how you could land Head of In-life journeys in London
✨Tip Number 1: Tap Into Professional Networks
The finance world loves a good connection, so jump into industry-specific groups on platforms like LinkedIn where you can find discussions on financial controlling. Engaging in these communities can expose you to hidden job leads that aren't openly advertised!
✨Tip Number 2: Attend Finance Events and Conferences
Make it a mission to attend finance-related events and conferences, even virtual ones! This is a golden opportunity to network face-to-face with people from companies like Vanguard. You never know who might be your next boss or a crucial contact!
✨Tip Number 3: Showcase Your Expertise
Consider writing articles or sharing insights related to financial controlling or industry trends. Publish these on platforms like LinkedIn to establish yourself as a knowledgeable player in the field. This not only increases your visibility but also catches the attention of recruiters from Vanguard.
✨Tip Number 4: Apply Directly on Company Websites
Since you're going for a full-time gig, don't forget to keep an eye on the careers page of companies you're interested in, like Vanguard. Many companies prefer candidates who apply through their website as it shows genuine interest and makes your application stand out!
We think you need these skills to ace Head of In-life journeys in London
Some tips for your application 🫡
Show Off Your Numbers Game:In financial controlling, detail is everything! Make sure your CV showcases your proficiency with numbers—highlight any relevant experience in budgeting, forecasting, or working with financial software. Quantifying your past achievements will make you stand out, so don’t be shy about flaunting those impressive percentages or cost savings you've implemented.
Tailored Cover Letter is Key:Your cover letter is a chance to shine, especially for a full-time role. Use it to express your genuine interest in Vanguard and the specific impact you hope to make in financial controlling. Mention any relevant qualifications or experiences that align with the company’s goals, and don’t forget to show that you're ready for a long-term commitment!
Certifications Matter:List relevant certifications such as ACCA or CIMA on your CV. These qualifications not only showcase your dedication to the field but also your technical competence in financial principles. If you have any ongoing training or courses, make sure to mention those as well to demonstrate your commitment to continual learning in financial controlling.
Don’t Overlook Soft Skills:While numbers are crucial, so are those soft skills! Financial controllers need strong communication and analytical reasoning abilities. We recommend embedding examples of these skills in your CV and cover letter, like how you’ve successfully delivered financial reports to stakeholders or collaborated with teams to improve processes. Let’s show Vanguard how you can be a team player!
How to prepare for a job interview at Vanguard
✨Brush Up on Technical Skills
Make sure you're comfortable with key financial concepts, especially around forecasting, budgeting, and variance analysis. Sometimes, interviewers may throw in technical questions or case studies, so practicing these types of scenarios will help you shine!
✨Showcase Your Financial Acumen
If you've had experience with specific financial software like SAP or Oracle, make it known! Be ready to discuss how you used these tools to improve processes or reporting, as this hands-on knowledge can really set you apart in a full-time role with Vanguard.
✨Know Your Numbers
In full-time interviews, especially in financial controlling, be prepared for numerical reasoning tests or questions. Brush up on your mental maths and understand how to interpret and analyse financial statements on the spot, as this may come up during the assessment.
✨Connect with Company Goals
Familiarise yourself with Vanguard's financial objectives and any recent developments. During the interview, try to weave your understanding of their business model and challenges into your answers—this shows your genuine interest and alignment with their goals!
