Head of User Experience, Automation and Engagement Platforms - Vanguard : Job Details

Head of User Experience, Automation and Engagement Platforms

Leads user experience design, architecture, development, and content disciplines and ensure cohesion across the division. Drives user experience strategies that impact cross-divisional teams both internally and externally. Drives enhancements that overhaul previous assumptions.

Make investing intuitive through user experience

At Vanguard, we are different by design. We built a company where our clients are more than just investors, they are owners. That's why doing the right thing for investors is what we're all about, and that means crafting a user experience (UX) that's truly centered around them. As the Head of User Experience for our Automation and Engagement Platforms, you'll lead the team that creates client and crew-facing digital experiences, including the use of Generative AI in IVR, voice/chat bot, and internal UI spaces. You will be a cornerstone in making every interaction matter.

In this role, you will:

• Champion the UX strategy and design direction for our Automation and Engagement Platforms teams, with an enduring commitment to elevating our client and crew-facing experiences.
• Be a leader of leaders, responsible for the development of extraordinary solutions across multiple channels to meet the diverse needs of our investors, and drive internal efficiencies like call reduction/deflection, automation and client/crew problem resolution.
• Educate cross-divisional teams and business leaders to develop a UX mindset, ensuring that digital products are built with data informed by user response.
• Keep up to speed with developments in technology, including voice and chat bot flows, branded voice and tone, and content strategy to make certain our interactive solutions stay ahead of user expectations and function seamlessly across all platforms.

A design experience that delivers

As the Head of User Experience, Automation and Engagement Platforms, you will lead the team that crafts dynamic user experiences, specifically in Conversational Channels (IVR, voice and chat bot), Crew Desktop (integrated Sales, Advisor and Call Center UX) and Automation and Digitization.

You'll guide every aspect of UX, from research and concept to design and information architectures. From story-telling to visualization, you'll need excellent communication skills and the ability to achieve consensus on solutions. Your impact will reach far beyond our clients and our business to set new standards for the whole industry.

What it takes

• Minimum eight years related work experience, five years leading User Experience or User Interface experience teams. Previous experience within the Conversational Channel industry is required.
• Consistently apply emerging technology knowledge to add value to the greater Personal Investor team, enabling increased levels of influence while expanding the voice of UX.
• Capacity to translate data and research to influence decision making across a broad set of senior team members and business owners.
• Ability to lead a diverse team of crew across matrixed teams and multiple projects.
• Undergraduate degree or equivalent combination of training and experience in a creative or technical field. Graduate degree preferred.

Special Factors

Sponsorship

About Vanguard

At Vanguard, we don't just have a mission—we'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.