CX Experience Architect — Hybrid (In-Office 3 Days)

Vanguard; Greater London; Hybrid; GBP 65,000 - 90,000; Full time

Job summary

Vanguard is seeking an Experience Manager to shape, inform, and optimise the client experience across strategic initiatives. You will work with Experience Leads, Product Managers, and cross‑functional partners to drive discovery phases, bringing clarity to problem spaces and defining the CX vision.

The role blends analytical rigour with journey mapping and experience design to embed client outcomes in strategic change initiatives, with a hybrid work model and three in-office days weekly.

Qualifications

• Significant experience in journey mapping, service design, CX analysis, business analysis, or product design.
• Strategic thinker with background in human-centred design and experience/product strategy.
• Strong analytical skills, including interpreting performance metrics, behavioural data, and client research insights.

Responsibilities

• Accountable for defining the strategic design of client experiences in early stage discovery for strategic change initiatives.
• Work as part of a discovery Pod to produce key discovery artefacts (e.g., design principles, needs statements, value hypotheses, low‑fidelity experience prototypes) to visualise potential solutions and align stakeholders.
• Partner with Experience Leads and Product Managers to support the transition from strategic design into detailed design and delivery teams.
• Support Experience Leads in defining strategic vision for the Client Experience across the platform journeys.
• Establish measurement approaches for assessing change impacts to ongoing journey health; building KPI baselines and qualitative/quantitative insight loops to prove the value delivery for strategic change initiatives.
• Support Experience Leads by identifying key moments of truth, regulatory hotspots, and opportunities to improve or simplify the client experience.
• Ensure consistency with journey management frameworks and CX vision across all client journeys.

Skills

Journey mapping

Service design

CX analysis

Business analysis

Product design

Stakeholder management

Tools

Figma

Adobe Creative Suite

Job description

Vanguard is seeking an Experience Manager to shape, inform, and optimise the client experience across strategic initiatives. You will work with Experience Leads, Product Managers, and cross‑functional partners to drive discovery phases, bringing clarity to problem spaces and defining the CX vision.

The role blends analytical rigour with journey mapping and experience design to embed client outcomes in strategic change initiatives, with a hybrid work model and three in-office days weekly.