Customer Experience Strategy Manager

Responsibilities:

• Influences and collaborates with journey team and cross-functional enablement teams to create journey transformations that drive significant change to the client experience.
• Partners with business leaders and develops innovative and non-traditional solution designs. Designs and oversees experiment to measure and implement integrated solutions across multiple channels (web, email, print, phone, etc).
• Oversees and monitors health of client experience family from end-to-end using internal and external metrics. Manages deliverables and KPIs of journey team and elevate help requests to alleviate roadblocks.
• Ensures journey business outcomes are linked to business case drivers.
• Generates and sustains strong business support by working with team members to help forge common understanding of the commercial decisions/impacts and the client propositions proposed. Drives connection across all appropriate stakeholders both within and outside of department to optimize client experiences end-to-end.
• Conducts analyses required to problem solve with the team on specific delivery, design, and strategic issues.
• Supports program business analysis and systems thinking by preparing and reviewing thought observations, process/system maps, data analysis, and research findings.
• Serves as subject matter expert supporting discussions with internal stakeholders and external clients.
• Participates and influences ongoing business planning and departmental prioritization activities.
• Participates in special projects and performs other duties as assigned.

Qualifications

• 8 or more years work experience, including 3+ years of leading large cross-functional/cross-regional teams on major organizational projects
• Undergraduate degree or equivalent combination of training and experience. Graduate degree preferred.
• Demonstrated ability to lead and influence cross‑functional teams in developing and executing end‑to‑end client journey transformations, using data-driven insights to improve client experiences across multiple channels.
• Strong analytical skills with experience conducting research, interpreting metrics, building business cases, and leveraging systems-thinking approaches to inform solution design and strategic recommendations.
• Exceptional ability to partner with business leaders, subject matter experts, and external partners to align on goals, resolve roadblocks, and ensure solutions are integrated, scalable, and aligned to organizational priorities.
• Experience designing innovative, non-traditional solutions and overseeing experiments or pilots across digital and traditional channels (e.g., web, email, phone, print), ensuring measurable business and client impact.
• Strong business acumen with the ability to translate complex commercial impacts, client insights, and operational constraints into clear, actionable recommendations that gain broad organizational support.

Special Factors

Sponsorship

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.