Head of In-life journeys

You will own the strategy, vision, and outcomes for the in-life experience of UK Personal Investor clients, ensuring every interaction reinforces trust, drives engagement, and delivers on Vanguard’s 4 principles to drive investment success. This role spans digital and human touchpoints, with a strong focus on optimizing the mobile app experience, client communications, and help & support journeys.

Core Responsibilities

1. Define and execute the in-life experience strategy , aligning with business objectives and client outcomes to foster engagement and client satisfaction.
2. Own the end-to-end client experience for in-life “jobs to be done”, ensuring seamless navigation across app & web features, communications, and support channels. Leads the planning, development and implementation of new products, analyzes markets and develops business readiness & implementation plans.
3. Enhance the mobile app experience , introducing intuitive features and design improvements that empower clients to manage their investments confidently. Responsible for increasing app store ratings and CSAT.
4. Work with Client Communications Manager to review and improve client communications throughout a client's lifecycle, ensuring clarity, consistency, and personalization across all channels.
5. Re-imagine help & support journeys , leveraging self-service tools, contextual guidance, and proactive assistance to reduce friction and improve resolution times.
6. Lead a team of Product Managers responsible for the execution of strategy, managing and prioritising backlogs and delivery roadmap. Provides guidance and coaches digital product teams towards best practices and learnings.
7. Influences & Collaborate with cross functional teams, including Offer, Marketing, Technology and Operations to deliver scalable experiences and best practices that drive significant change to the client experience.
8. Develop KPIs and measurement frameworks for engagement, satisfaction, relationship depth and retention, continuously iterating based on insights.
9. Champion experimentation and A/B testing to validate enhancements and optimize user flows.
10. Ensure regulatory compliance across all client in-life journeys, communications and support processes.
11. Participates in and influences ongoing business planning and departmental prioritization activities.
12. Hires, evaluates, and supervises crew . Provides guidance and training as necessary to develop crew. Sets performance standards, reviews performance, and makes informed compensation decisions in accordance with all applicable Human Resources policies and procedures.
13. Stay ahead of market trends in digital servicing, behavioural design, and client engagement best practices to maintain competitive advantage.

Qualifications & Experience

• Proven track record in digital servicing and client engagement within direct-to-consumer investment products and the UK regulatory environment.
• Experience leading cross-functional teams and delivering complex, multi-year initiatives.
• Strong understanding of mobile app design principles , client communication strategies, and support models.
• Data-driven mindset with expertise in engagement and retention analytics .
• 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.
• Minimum of ten years related work experience, with at least eight years innovation strategy and execution experience.
• Undergraduate degree or equivalent combination of training and experience.

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.