Hybrid CX Experience Manager — Strategy & Discovery

Vanguard Group; Greater London; Híbrido; GBP 70.000 - 100.000; Jornada completa

Descripción de la vacante

Vanguard Group in London seeks an Experience Manager to shape and optimise the client experience across strategic initiatives. You’ll work with Experience Leads, Product Managers and cross-functional partners to define discovery phases, articulate the CX vision, and set the scope of initiatives.

This hybrid role requires journey mapping, service design, and strong stakeholder management to drive change while embedding customer insights into delivery.

Formación

• Extensive experience in journey mapping and service design.
• Background in human-centred design and product strategy.
• Strong data interpretation and metrics analysis.
• Experience with Figma and Adobe design tools.
• Experience in financial services or regulated client journeys.

Responsabilidades

• Define the strategic design of client experiences in early stage discovery for strategic change initiatives.
• Produce key discovery artefacts to visualise potential solutions and align stakeholders.
• Support the transition from strategic design into detailed design and delivery teams.
• Support strategic vision for the Client Experience across the platform journeys.
• Establish measurement approaches for assessing change impacts and KPI baselines.
• Identify moments of truth, regulatory hotspots, and opportunities to improve the client experience.
• Ensure alignment with journey management frameworks across client journeys.

Conocimientos

Journey mapping

CX analysis

Business analysis

Product design

Stakeholder management

Ambiguity handling

Herramientas

Figma

Adobe tools

Descripción del empleo

Vanguard Group in London seeks an Experience Manager to shape and optimise the client experience across strategic initiatives. You’ll work with Experience Leads, Product Managers and cross-functional partners to define discovery phases, articulate the CX vision, and set the scope of initiatives.

This hybrid role requires journey mapping, service design, and strong stakeholder management to drive change while embedding customer insights into delivery.