The CX (Journey) Orchestration Lead plays a crucial role in the modernization and transformation of our marketing and experience technologies, working closely with cross functional teams to enhance our abilities to efficiently orchestrate and deliver personalized experience strategies at scale.  Serving as the marketing personalization and automation subject matter expert (SME), you will partner with our Personal Investor Marketing strategy leads to define journey experiences that are aligned to business objectives and collaborate closely with MarTech, Analytics, and Operations teams to bring those experiences to market.

Summary of responsibilities:

• Partners with strategists to identify opportunities to leverage existing Personalization & Automation capabilities
• Uses their deep understanding of current MarTech capabilities and channels to orchestrate personalized marketing interactions with clients and prospects at scale.
• Serves as the connection between marketing strategy and marketing technology experts; Translates go-to-market plans into technical journey maps, detailing data, technology and operational capability requirements.
• Drives standardization across marketing journeys to support scaling of Personalization and Automation
• Identifies opportunities to connect and optimize journeys

Additional Qualifications:

• 5+ years of proven success in developing and executing omni-channel marketing strategies for growth and engagement. (Email, Paid Media, Website, Direct Mail, Telemarketing, Call Center)
• Strong background in analyzing behavioral data to plan, orchestrate and optimize customer journeys.
• Must be able to support the execution of email marketing programs, including segmentation, testing, deployment, and continuous evaluation for improvement
• Hands-on executional experience with Adobe Journey Optimizer and Adobe Experience Platform OR demonstrated expertise in Salesforce Marketing Cloud – Email, Content Builder, Automation Studio, and Journey Builder.
• Demonstrated understanding of marketing personalization technology platforms (Email, Marketing Automation, DMP, CDP, Experimentation and Personalization tools, web analytics, and tag management. Experience with Adobe tech stack - Audience Manager, Target, Analytics, Experience Manager, Real-time CDP.
• Ability to communicate complex concepts clearly and persuasively across different audiences and varying levels of the organization
• A test and learn mindset with the drive to both think and do

Core Responsibilities

1. Proactively analyzes business and user needs and identifies, evaluates, and develops complex information systems to meet business requirements. Provides insight on the business implications of technology systems.

2. Provides senior level consulting services to internal business groups on process improvement projects designed to improve their business results. Formulates and defines the systems scope and objectives, based on user needs and industry requirements.

3. Utilizes deep understanding of business needs to direct process improvement projects for internal business groups, aiming to improve key business results. Leads the design and testing of new or enhanced applications that align to the overall business technology strategy.

4. Leads the implementation of business systems and software. Analyzes, defines, and documents existing systems logic challenges, and makes revisions to address business issues.

5. Monitors user experiences and feedback on the use of business applications, and makes enhancements to system productivity, as needed. Leads the collection, documentation, and maintenance of functional requirements and modeling.

6. Guides and advises less experienced crew.

7. Participates in special projects and performs other duties as assigned.

Qualifications

• Five years related work experience. Three years experience in business technology preferred.
• Undergraduate degree or equivalent combination of training and experience. 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.