Client Journey Owner at Vanguard

Malvern, Pennsylvania, United States

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Financial ServicesIndustries

Requirements

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

Responsibilities

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
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
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
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

Skills

Customer Journey Mapping

Digital Marketing

Sales Alignment

Cross-Functional Leadership

Roadmap Development

Performance Metrics

Lead Generation

Experiment Design

NPS Analysis

MQL Optimization

Vanguard

Client-owned investment management firm offering low-cost funds

About Vanguard

Vanguard provides financial services with a focus on investment management. The company offers a variety of products, including mutual funds, exchange-traded funds (ETFs), individual retirement accounts (IRAs), and 401k rollovers, aimed at individual investors, financial advisors, and institutions. Vanguard's unique ownership structure means it is owned by its funds, which are in turn owned by the clients, allowing it to prioritize the needs of its investors over external shareholders. This model enables Vanguard to offer low-cost investment options, as it primarily earns revenue through management fees that are generally lower than industry standards. Additionally, Vanguard provides personalized investment advisory services, charging fees based on the assets managed. The company's goal is to help clients grow their wealth and achieve their financial objectives through effective investment strategies, while maintaining a competitive performance track record.

Kline Township, PennsylvaniaHeadquarters

1975Year Founded

SECONDARYCompany Stage

Fintech, Financial ServicesIndustries

10,001+Employees

Benefits

Best-in-class medical, dental & vision coverage

Onsite health clinic & fitness center

Health Smart Rewards program

Vanguard Retirement Savings Plan

Education Benefits

PTO

Family Planning Benefist

Parental leave

Personal development opportunities

Volunteer Time Off

Risks

Competition from AI-driven platforms like Writer challenges Vanguard's traditional advisory services.

Vanguard's stake in Steelcase exposes it to the volatile furniture market.

New active bond ETFs may struggle in a low-yield environment with increasing competition.

Differentiation

Vanguard is client-owned, aligning its interests with investors, unlike traditional firms.

The firm offers low-cost investment products, making it attractive to cost-conscious investors.

Vanguard's ownership structure allows it to focus on long-term investor value.

Upsides

Vanguard's new active bond ETFs offer diversified, low-cost fixed income options.

The acquisition of Steelcase shares diversifies Vanguard's portfolio into the furniture industry.

Launching the International Dividend Growth Fund appeals to investors seeking sustainable dividend growth.

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