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).
• Please note that we review applications on a rolling basis and may close this role early if there is a high level of interest. To avoid missing out, we recommend applying as soon as possible

Why Vanguard? 

Vanguard is a different kind of investment company. It was founded in the United States in 1975 on a simple but revolutionary idea: that an investment company should manage its funds solely in the interests of its clients. 

This is a philosophy that has helped millions of people around the world to achieve their goals with low-cost, uncomplicated investments. 

It's what we stand for: value to investors. 

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.