Sr Manager- Product Management- Personalization & Web Platforms

Evolve the Client Experience 

Help lead Vanguard’s secure site, Vanguard.com logged in experience, focusing on evolving the overall client experience. You will lead a team of Product Owners who have responsibility for critical elements of our digital experiences: Personalization (HyperP), Wayfinding Initiative, global navigation, design system, content management system, and web platform optimization. You will join a team of product owners who are accountable for directing and prioritizing agile teams' activities based on a relentless focus on client needs and a strong understanding of business drivers. 

In this role, you will... 

• Lead critical areas of the web channel by owning the strategic vision and roadmap, with a deep understanding of the underlying product(s) and associated business areas. 

• Manage a team of Product Owners who lead passionate agile teams that enhance features within the web experience and direct production support activities.  

• Work with your Product Owners to prioritize the team's work to meet key business goals and deliverable dates. 

• Embrace the test and learn mentality to drive iterative improvements to the client experience. 

• Accountable for key metrics of digital channel experience (e.g., CSAT, distribution, digital containment, client outcomes) and channel performance (e.g., availability, response time). 

• Ensure quality software and experiences are delivered. 

• Ensure navigation and findability are effective by living and breathing the end-to-end site map and client flows. 

• Ensure web experience and infrastructure is continuously modernized and that the latest tools and capabilities are available. 

• Work collaboratively with CX Journeys to further enable the web channel for key client journeys. 

• Continuously audit the site looking for opportunities for improvements on UI, usability, content, benchmark scenarios, and diligently enhancing and simplifying all parts of the experience. 

• Challenge the business to drive for innovative solutions; “think out of the box,” and ensure best-in-class solution designs. Embrace and drive experimentation to measure and implement integrated and proven solutions. 

• Create, maintain, and employ various qualitative and quantitative analysis techniques to improve the user experience continually. 

• Build and maintain strong business support from team members to promote a consistent approach to decisions/impacts and client propositions. 

• Work with the team to continually optimize the efficiency of our agile implementation and delivery.  

Design an experience that delivers 

A critical component of the Vanguard flywheel is delivering a world-class client experience. With that in mind, the Personal Investor Digital and Analytics sub-division was created in 2019 to enhance our clients' experiences and differentiate Vanguard from competitors that adopt aspects of our low-cost investment philosophy. We create meaningful world-class experiences that exceed client expectations, positioning Vanguard as the trusted financial partner and industry disruptor. This role will join