With over $4 trillion in assets under management across our intermediary channel, Vanguard's Financial Advisor Services division is already a market leader. Our next chapter focuses on deepening advisor connectivity by transforming how we engage, support, and empower financial professionals. Through modernized tools, streamlined processes, and a digitally enabled, insight-rich distribution model, we’re building a more intuitive and integrated experience for advisors. This role plays a pivotal part in shaping that future.
We are seeking a strategic and results-driven Client Journey Owner who will own the agenda of a cross-functional team designed to drive a connected client experience across key aspects of the advisor lifecycle. This role is responsible for delivering and optimizing integrated client journeys and marketing campaigns that span digital and sales channels to build new relationships, drive deeper engagement, and win opportunities with the FAS audience.
Key Responsibilities:
Strategic Leadership & Alignment:
- Develop and execute a roadmap for digital journeys that reflects business and product priorities and drives customer engagement, lead generation, and sales activation.
- Align marketing strategies and campaigns with sales targets to maximize conversion and market share growth.
- Define and communicate a clear vision for the integrated client experience across digital and sales touchpoints.
Journey Optimization & Initiative Prioritization:
- Lead cross-functional team in designing and optimizing digital journeys aligned with sales processes, product, and client objectives.
- Prioritize initiatives based on business impact, customer needs, and cross-functional input.
- Define, track, and report on success metrics (e.g., newly reached advisors, MQLs, opportunity conversion rates, NPS, engagement scores) for each stage of the journey.
- Lead cross-functional teams to design and implement experiments that validate hypotheses, deliver enhancements, and drive engagement and conversion.
Collaboration & Stakeholder Management
- Collaborate closely and self-organize with product owner peer group to manage the advisor experience holistically and maximize the impact of campaigns and journeys across segments.
- Work closely with Business Intelligence, Distribution Enablement, Distribution Strategy, Sales Tech, Advisor Tech, and Endurance Marketing among other teams to ensure alignment and execution of journey initiatives.
Continuous Improvement & Innovation
- Stay abreast of industry trends, digital best practices, and emerging technologies (i.e. AI) to drive innovation in digital journeys and operational efficiencies.
- Foster a culture of agility, experimentation, and continuous improvement.
Key Qualifications:
- 8+ years of experience in growth marketing, client journey ownership, digital product management, or a related field, preferably in financial services or B2B environments.
- Proven track record of driving measurable results across the customer lifecycle.
- Strong understanding of digital marketing, sales funnels, CRM, and marketing automation.
- Ability to analyze data and translate insights into actionable marketing strategies.
- Excellent communication, collaboration, stakeholder management, and project management skills.
- Customer-obsessed, strategic thinker with a bias for action and results.
- Bachelor’s degree in Marketing, Business, Digital, or related field; MBA or relevant certification a plus.
