Serves as a senior-level expert that leverages process improvement methodology (e.g., Lean, Agile, Human Centered Design, Six Sigma) to lead complex, cross-functional process improvement initiatives. Defines, designs, and implements scalable processes that improve client retention outcomes and strengthen the end-to-end client experience while elevating the capability of teams executing day-to-day interventions. Partners with senior leaders and subject matter experts across functions to drive alignment and influence decision-making while anticipating risks and opportunities. Acts as a thought leader by developing team capability and enabling consistent, high-quality execution across process improvement teams.
Responsibilities:
1. Lead Client-Centric Process Design & Improvement for a Net-New Business Unit
Proactively identify, analyze, and improve processes with a primary focus on client retention and loyalty
Design processes that drive measurable, scalable client outcomes in an ambiguous environment, with high effectiveness and quality
2. Drive End-to-End Initiative Execution
Lead complex initiatives from ideation through implementation, defining scope, timelines, and success measures
Anticipate risks, remove barriers, and ensure timely delivery of outcomes
3. Design and Visualize Scalable Client-Centric Processes
Lead the visualization, definition, and implementation of new or enhanced processes to achieve improved client experience outcomes.
Ensure processes are scalable, repeatable, and aligned across teams
4. Influence & Align Across Stakeholders
Build strong relationships with senior leaders and cross-functional partners (service, product, analytics, operations)
Use data and insights to proactively influence decisions and align on process enhancements to improve client outcomes
5. Elevate Team Capability
Coach, mentor, and develop process improvement crew to strengthen execution and consistency
Build team capability in applying data, process improvement methods, and client-centric thinking
Serve as a thought leader and trusted advisor to the Head of Client Success
Qualifications:
Minimum of eight years related work experience with progressive responsibility required.
Undergraduate degree or an equivalent combination of training and experience required. Graduate degree preferred.
Process improvement certification (i.e. McKinsey Lean training, Six Sigma certification) preferred.
Special Factors
Sponsorship
Vanguard is not offering visa sponsorship for this position.
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.
