Senior Product Lead: UK Personal Investor

Vanguard

London

Overview: This pivotal role leads strategic initiatives aimed at enhancing client outcomes throughout both our human and digital experiences. The position is responsible for shaping the Product and Experience strategy in alignment with our business direction, focusing on improving investor behavior and driving better financial outcomes for our clients.

Today, many individuals feel apprehensive about investing and lack the confidence to begin their financial journeys. Even after starting investing, clients often struggle to make the optimal decisions needed for long-term success. As the Product Lead, you will be instrumental in developing this vision, innovating ways to encourage positive customer behavior, and creating experiences that foster confidence, reduce fear, and deliver timely support to maximize our clients’ potential for investment success.

A key enabler of this approach will be the design and implementation of targeted support journeys, complemented by guidance tools and nudges that inform, motivate, and drive client action. You will partner closely with design and product teams to build and execute. Additionally, strong collaboration with the Strategy & Offer team will be essential to ensure the translation of offer strategy into impactful client experiences and establish governance for measuring and improving client outcomes. You will be responsible for building a culture of robust experimentation and testing and develop this wider muscle within the wider Product organization.

Core Responsibilities

• Develops and executes the Product vision & strategic approach, overseeing both human and digital touchpoints and managing the implementation roadmap.
• Leads the design and enhancement of targeted support journeys and interventions to positively influence investor behavior.
• Collaborates with cross-functional teams to establish best practices that significantly enhance client experience while ensuring compliance with regulatory, legal, and brand standards.
• Defines, tracks, and is accountable for key performance indicators (KPIs) related to client outcomes across all supported journeys, continually monitoring progress against established targets.
• Establishes and leads the Client Outcomes Forum in partnership with the Product Governance function to drive continuous improvement.
• Creates and maintains a structured framework for CX experimentation, fostering ongoing learning and innovation initiatives.
• Utilizes a variety of qualitative and quantitative analysis techniques to systematically enhance the client experience.
• Engages actively within the market to stay informed about the latest CX trends, innovations, and technologies, ensuring our backlogs reflect current best practices.
• Participates in and influences business planning and departmental prioritization to align CX initiatives with broader organizational goals.
   

Qualifications/Experience

• Strong knowledge of the investment landscape, including senior experience within the direct to consumer and/or Advice sector. 
• A demonstrated background of successfully leading cross-functional teams on major (multi year) projects and track record of delivering results and change.
• Strong stakeholder management and communication skills
• Ability to navigate and lead others through change and ambiguity
• Comfortable working with data and using this to generate insights and drive decisions
• Knowledge of the UK regulatory environment
• Undergraduate degree or equivalent combination of training and experience required.

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.