What are the responsibilities and job description for the Client Journey Owner position at Vanguard Group, Inc.?
Job Details
We are seeking a strategic and results-driven Client Journey Owner, Senior Specialist to lead the Digital Access team. This team will design and optimize digital experiences for key clients. The role will lead a cross-functional agenda to deliver a connected client experience across the advisor lifecycle-building and refining integrated journeys that span digital and sales channels to build new relationships, drive deeper engagement, and win opportunities with this key part of the Financial Advisor Services audience.
Key Responsibilities:
Strategic Leadership & Alignment:
Develop and execute a roadmap for the digital ecosystem that reflects business and product priorities and drives customer engagement and sales activation.
Align digital strategies with sales and client strategies to maximize conversion and market share growth.
Define and communicate a clear vision for the integrated client experience across digital and sales touchpoints.
Journey Optimization & Initiative Prioritization:
Lead cross-functional team in designing and optimizing digital experiences and journeys aligned with sales processes, product, and client objectives.
Prioritize initiatives based on business impact, customer needs, and stakeholder input.
Define, track, and report on success metrics (e.g., newly reached advisors, digital engagement, opportunity conversion rates) for each stage of the journey.
Lead cross-functional teams to design and implement experiments that validate hypotheses, deliver enhancements, and drive engagement and conversion.
Collaboration & Stakeholder Management
Collaborate closely and self-organize with product owner peer group to manage the advisor experience holistically and maximize the impact of digital strategies across segments.
Work closely with BD Sales, Business Intelligence, Distribution Enablement, Distribution Strategy, Sales Tech, Advisor Tech, and Endurance Marketing among other teams to ensure alignment and execution of digital experience initiatives.
Continuous Improvement & Innovation
Stay abreast of industry trends, digital best practices, and emerging technologies (i.e. AI) to drive innovation in digital journeys and operational efficiencies.
Foster a culture of agility, experimentation, and continuous improvement.
Qualifications:
8 years of experience in digital product management, growth marketing, client journey ownership, or a related field, preferably in financial services or B2B environments.
Bachelor's degree in Digital, Marketing, Business, or related field; MBA or relevant certification a plus.
Proven track record of driving measurable results across the customer lifecycle.
Strong understanding of digital marketing, sales funnels, CRM, and marketing automation.
Analytical mindset with experience in journey mapping, data analysis, and success metric definition. Ability to analyze data and translate insights into actionable marketing strategies.
Excellent communication, collaboration, stakeholder management, and project management skills.
Demonstrated ability to lead cross-functional initiatives and drive results in a matrixed environment.
Ability to influence and navigate ambiguity in a dynamic environment
At Vanguard, we believe flexibility fuels success. Our hybrid work model gives you the best of both worlds; collaborative in-office days and remote work options. For roles based in Malvern, PA, you'll join your team on-site Tuesday through Thursday, with the freedom to work from home on Mondays and Fridays. It's a balance designed to support your productivity, well-being, and connection.
Special Factors
Sponsorship
Vanguard is not offering visa sponsorship for this position.
About Vanguard
At Vanguard, we don't just have a mission-we're on a mission.
To work for the long-term financial wellbeing of our clients. To lead through product and services that transform our clients' lives. To learn and develop our skills as individuals and as a team. From Malvern to Melbourne, our mission drives us forward and inspires us to be our best.
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.
Key Responsibilities:
Strategic Leadership & Alignment:
Develop and execute a roadmap for the digital ecosystem that reflects business and product priorities and drives customer engagement and sales activation.
Align digital strategies with sales and client strategies to maximize conversion and market share growth.
Define and communicate a clear vision for the integrated client experience across digital and sales touchpoints.
Journey Optimization & Initiative Prioritization:
Lead cross-functional team in designing and optimizing digital experiences and journeys aligned with sales processes, product, and client objectives.
Prioritize initiatives based on business impact, customer needs, and stakeholder input.
Define, track, and report on success metrics (e.g., newly reached advisors, digital engagement, opportunity conversion rates) for each stage of the journey.
Lead cross-functional teams to design and implement experiments that validate hypotheses, deliver enhancements, and drive engagement and conversion.
Collaboration & Stakeholder Management
Collaborate closely and self-organize with product owner peer group to manage the advisor experience holistically and maximize the impact of digital strategies across segments.
Work closely with BD Sales, Business Intelligence, Distribution Enablement, Distribution Strategy, Sales Tech, Advisor Tech, and Endurance Marketing among other teams to ensure alignment and execution of digital experience initiatives.
Continuous Improvement & Innovation
Stay abreast of industry trends, digital best practices, and emerging technologies (i.e. AI) to drive innovation in digital journeys and operational efficiencies.
Foster a culture of agility, experimentation, and continuous improvement.
Qualifications:
8 years of experience in digital product management, growth marketing, client journey ownership, or a related field, preferably in financial services or B2B environments.
Bachelor's degree in Digital, Marketing, Business, or related field; MBA or relevant certification a plus.
Proven track record of driving measurable results across the customer lifecycle.
Strong understanding of digital marketing, sales funnels, CRM, and marketing automation.
Analytical mindset with experience in journey mapping, data analysis, and success metric definition. Ability to analyze data and translate insights into actionable marketing strategies.
Excellent communication, collaboration, stakeholder management, and project management skills.
Demonstrated ability to lead cross-functional initiatives and drive results in a matrixed environment.
Ability to influence and navigate ambiguity in a dynamic environment
At Vanguard, we believe flexibility fuels success. Our hybrid work model gives you the best of both worlds; collaborative in-office days and remote work options. For roles based in Malvern, PA, you'll join your team on-site Tuesday through Thursday, with the freedom to work from home on Mondays and Fridays. It's a balance designed to support your productivity, well-being, and connection.
Special Factors
Sponsorship
Vanguard is not offering visa sponsorship for this position.
About Vanguard
At Vanguard, we don't just have a mission-we're on a mission.
To work for the long-term financial wellbeing of our clients. To lead through product and services that transform our clients' lives. To learn and develop our skills as individuals and as a team. From Malvern to Melbourne, our mission drives us forward and inspires us to be our best.
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.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
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