Head of Scale AI Program

Vanguard’s Personal Investor Group gives eight million like-minded investors across the U.S. the best chance for financial success by offering compelling investment products, advice, and client experiences. We cut through the complexity of investing and stand for what’s right on behalf of our client-owners.

A rapidly growing part of the Personal Investor business is CXD, a group that is passionate about improving client experiences. Recent technology changes such as LLMs and GenAI have opened up many opportunities to drive productivity. As we think through how we effectively utilize these capabilities across multiple channels/platforms our clients engage with us today, there is a need strong technical leadership and relevant skill sets.

We are seeking a highly accomplished, strategic, and influential leader to work within a cross functional team and manage a group of high performing analytics talent to lead discovery, proactively identify and size opportunities, develop solutions and run experiments to measure impact. This individual will rely on key business partners with Analytics (Data Engineering and Data Science) as well as outside of Analytics (Product Owners, UX, Technology) within an Agile working environment.

Core Responsibilities

• Proactively identify, size and prioritize opportunities to improve clients engagement through deep analytics of client behaviors
• Drive cost reduction opportunities by eliminating calls and reducing advisor waste
• Generate and sustain strong business support by working with team members to help forge common understanding of the commercial decisions/impacts and the client propositions proposed. Drives connection across all appropriate stakeholders both within and outside of department to optimize client experiences end-to-end
• Partner with the Behavioral Scientists, UX Research and Data Scientists to develop personalized intervention programs
• Prioritize, track and manage horizontal analytic capability implementation projects (e.g call transcriptions) across multiple Agile Scrum teams
• Lead a team to develop experiment roadmap to drive an aggressive learning agenda
• Hires, evaluates, and supervises crew. Provides guidance and training as necessary to develop crew. Sets performance standards, reviews performance, and makes informed compensation decisions in accordance with all applicable Human Resources policies and procedures
• Participates in the development of the department budget, including the identification of technology investments and budget allocation to support these tools. Reviews expenses and ensures unit operates within budgetary guidelines
• Keeps abreast of industry, market, and company trends. Ensures that Vanguard's use of analytics tools is scalable and sustainable. Serves as a leader of Vanguard's analytics community and contributes expertise. Represents Vanguard in external industry events and proactively forms external relationships to bring in new ideas, technology, and talents
• Participates in special projects and performs other duties as assigned

Qualifications

• Minimum of 12 years of experience in the Advanced Analytics and with specific exposure to GenAI and related technologies. At least eight years of work experience within Digital Channel Analytics (Web, Mobile, IVR etc.)
• Undergraduate degree or equivalent combination of training and experience within quantitative fields such as Mathematics, Engineering, Operations Research etc. Graduate degree preferred
• You are intrigued by the challenge of building capabilities and high performing teams within a dynamic business environment.
• Strong partnership management skills and ability to advocate for deep analytics to business partners.
• Strong verbal and written communication skills to influence wide variety of audiences.
• Willingness to roll-up the sleeves and deliver work-product whenever needed.
• Ability to work within cross-functional teams within an Agile environment.
• A proven track record of decision making and problem solving using advanced analytics methodologies. Conceptual thinking skills must be complemented by a strong quantitative orientation.

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.

Our commitment to diversity, equity, and inclusion

Vanguard’s commitment to diversity, equity, and inclusion (DEI) is central to our ability to deliver on our mission. We aspire to create a work environment that is inclusive, equitable, and diverse—one that enables our employees, whom we call crew, to thrive and bring their best selves to work every day on behalf of our clients.

Cultivating DEI lifts our entire organization, and everyone shares accountability for our progress—from our senior leaders who lay the foundation and set the example for inclusive behaviors to crew who are growing in their personal DEI learning experiences.

Together, we’re on a mission. We are fueled by the value of diverse voices and connected through friendships and a culture of care—for our clients, our communities, and each other.    

Vanguard’s DEI journey has no finish line. Our commitment is enduring, and we remain focused on the path ahead. To learn more about Vanguard goals and progress toward DEI, download our Diversity, Equity, and Inclusion Report.

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.