Client Journey Owner

With over $4 trillion in assets under management across our intermediary channel, Vanguard's Financial Advisor Services division is already a market leader. Our next chapter focuses on deepening advisor connectivity by transforming how we engage, support, and empower financial professionals. Through modernized tools, streamlined processes, and a digitally enabled, insight-rich distribution model, we're building a more intuitive and integrated experience for advisors. This role plays a pivotal part in shaping that future.

We are seeking a strategic and results-driven Client Journey Owner who will own the agenda of a cross-functional team designed to drive a connected client experience across key aspects of the advisor lifecycle. This role is responsible for delivering and optimizing integrated client journeys and marketing campaigns that span digital and sales channels to build new relationships, drive deeper engagement, and win opportunities with the FAS audience.

Key Responsibilities:

Strategic Leadership & Alignment:

• Develop and execute a roadmap for digital journeys that reflects business and product priorities and drives customer engagement, lead generation, and sales activation.
• Align marketing strategies and campaigns with sales targets 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 journeys aligned with sales processes, product, and client objectives.
• Prioritize initiatives based on business impact, customer needs, and cross-functional input.
• Define, track, and report on success metrics (e.g., newly reached advisors, MQLs, opportunity conversion rates, NPS, engagement scores) 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 campaigns and journeys across segments.
• Work closely with Business Intelligence, Distribution Enablement, Distribution Strategy, Sales Tech, Advisor Tech, and Endurance Marketing among other teams to ensure alignment and execution of journey 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.

Key Qualifications:

• 8+ years of experience in growth marketing, client journey ownership, digital product management, or a related field, preferably in financial services or B2B environments.
• Proven track record of driving measurable results across the customer lifecycle.
• Strong understanding of digital marketing, sales funnels, CRM, and marketing automation.
• Ability to analyze data and translate insights into actionable marketing strategies.
• Excellent communication, collaboration, stakeholder management, and project management skills.
• Customer-obsessed, strategic thinker with a bias for action and results.
• Bachelor's degree in Marketing, Business, Digital, or related field; MBA or relevant certification a plus.

While a cover letter is not required, we encourage candidates to submit a brief note outlining how their skills and experience align with the job description. This additional context can help strengthen your application and may expedite the review process. We value thoughtful insights and look forward to learning more about what makes you a great fit for the role.

This role is part of our hybrid work model with Tuesdays - Thursdays required in our offices to foster collaboration and relationships. On Mondays and Fridays, our crew will have the option to work remotely, or continue working from our offices in Malvern PA. Vanguard offers relocation assistance for this role.

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.