Client Experience Research Manager - Reimagine the investment experience At Vanguard, we dont just say were committed to the success of our end investors we truly live it. We are the only financial company with a client-owned structure, so how we serve our clients is baked into every decision we make and every conversation we have. In Client Experience & Digital (CXD), our human-centered approach has learning at the core of what we do and how we do. Research Managers on our team are advocates for the end investor, who use our digital experiences to pursue their financial goals. In this role, you will lead a group of dedicated client experience researchers as they work to influence and improve our clients experiences through mixed methods research practices. Beyond attracting, retaining, and developing an outstanding group of people, youll help shape the structure and impact of CX Research for Vanguard Advice, which is inclusive of both our all-digital and human-led offers. Youll take on strategic research initiatives while enjoying a great team culture and working closely with senior leadership.

In this role you will

Lead a diverse, inclusive team comprised of various seniority levels of CX Researchers. Provide mentorship and coaching to continuously develop people. Set standards and expectations, review performance, and make informed compensation decisions in accordance with all applicable Human Resources policies and procedures. Hire and onboard new researchers as needed.

Partner with teams across CXD and Advice to inform, inspire, and validate design and product decisions. Amplify research and hold teams accountable to findings through changes to roadmaps and organizational thinking.

Prioritize and coordinate research activities through cross-functional partnerships and a keen focus on impact.

Work with key Advice partners and your leadership team to continuously refine an organizational structure that meets the needs of crew development, solves problems for our clients, and delivers clear outcomes.

Identify and execute on strategic research studies using a wide variety of research methods as well as human-centered principles.

Participate in special projects and perform other duties as assigned.

A client 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.

What it takes:

Minimum of 8+ years of hands-on UX research experience, familiarity with various qualitative and quantitative methods and experience integrating user research into product and design

Experience and vested interest in managing others

Minimum BA/BS degree in a related field or the equivalent combination of training and experience, with degree in HCI, Psychology, Sociology, Human Factors, Usability, or Information Science; advanced degree or equivalent industry experience preferred

Specializations that will make an impact:

Compelling communication and presentation skills with emphasis on meeting and working session facilitation

Demonstrated ability to prioritize initiatives and amplify research in order to influence strategic decisions, such as roadmaps, product designs, design choices, and organizational empathy for the humans who use our experiences

Strong servant leadership ethos and experience balancing multiple priorities

Strong business acumen; an understanding of business goals, strategies, and pressures while being aware of industry trends and competitive actions as a context for managing the UX research team and practice.

Special Factors

Sponsorship

Vanguard is not offering visa sponsorship for this position.

About Vanguard

At Vanguard, we don't just have a missionwe'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.