Senior Client Experience Researcher, Specialist

About the Role

Do you love to get into the nitty gritty but also step back and think big? Do you have a passion for human-centered design and uncovering user needs? Are you an advocate for research and excited to bring others along for the ride in a fast-paced, highly autonomous setting? Then we can’t wait to meet you!

We seek a Senior Client Experience Researcher skilled in qualitative and design research methods, plus project and stakeholder management. This role manages and executes research initiatives within agile, cross-functional teams.

In this role, you will:  

• Recommend appropriate quantitative or qualitative approaches to gather necessary insights from clients or prospects.
• Conduct research using a wide variety of qualitative and quantitative methods to identify user needs and gather user feedback, leveraging support from other research disciplines (i.e. data analytics) as appropriate
• Ensure research participants’ privacy and conduct sessions in a professional manner. 
• Collect data, analyze, summarize, and activate research results.
• Represent the user and communicate research insights and recommendations in compelling and creative ways with team members and senior management. Suggest strategies to gain buy-in from the business. Negotiate adoption of critical recommendations.
• Contribute actionable suggestions based on knowledge of target user base and best practices. 
• Work cross-functionally with behavioral scientists, software developers, designers, data scientists, and marketing.  
• Assist in building research quality and consistency practices. Train and mentor junior staff in best practices of client experience research. Provide guidance, training, and motivation. 
• Participate in special projects and performs other duties as assigned. 

What it takes:

• MA/MS/PhD in a related field or the equivalent combination of training and experience, with degree in HCI, Psychology, Sociology, Human Factors, Usability, or Information Science
• 7+ years relevant research experience
• Track record of thought leadership and demonstrated ability to prioritize initiatives to influence strategic decisions
• Demonstrated ability to manage and lead others through ambiguity in a fast-paced agile environment
• Strong business acumen; an understanding of business goals, strategies, and pressures while being aware of industry trends and competitive actions as a context for doing research
• Experience using design thinking approaches in product design and research
• Command a broad set of qualitative and user-centered design research methods (e.g., usability testing, client interviews, diary study, surveys)
• Proficient knowledge of quantitative research methods 
• Compelling communication and presentation/storytelling skills
• Ability to facilitate group meetings and collaboration sessions 
• Experience using a wide range of user experience research software and tools (e.g., Usertesting.com, Medallia, Qualtrics)
• Strong project management skills and experience guiding multiple projects simultaneously
• Experience in the financial industry or other highly regulated industries is a plus 
• Omnichannel research experience is a plus

A design experience that delivers

Vanguard, a recognized employer of choice, is a leading investment management firm driven by a low cost, 100% client focused model. Vanguard believes that Client Experience is core to continued growth and success in the marketplace. As such, we are focused on delivering world-class experiences and investor outcomes at speed through multidisciplinary lab teams fully organized around client journeys.

About Vanguard

We are Vanguard. Together, we’re changing the way the world invests.

For us, investing doesn’t just end in value. It starts with values. Because when you invest with courage, when you invest with transparency, and when you invest with care, you get so much more in return. We invest with purpose—and that’s how we’ve become a global market leader. Here, we grow by doing the right thing for the people we serve. And so can you. We want to make success accessible to everyone. This is our opportunity. Let’s make it count.

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.