The Head of Client Experience & Digital (CXD) Communications will lead a team of communications professionals responsible for sharing Client Experience and Digital's story and strategic initiatives internally within CXD and externally across Vanguard. The team ensures ~2000 articles per year reach the right audience, effectively communicating changes and improvements to our digital Client Experience. This includes partnering with other communications teams in Personal Investor and IT, collaborators within the business, and managers for key programs and initiatives. They drive effective change management to crew within the CXD ecosystem using multiple digital channels, and are key to ensuring the success of our strategic initiatives and annual goals.
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Responsibilities
- 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.
- Provides consultation to develop internal communications solutions that drive identified outcomes. Translates business strategies and initiatives into messaging and content. Prioritizes communications and messages to improve impact on target audiences and business outcomes.
- Leads the creation of effective internal communications content based on deep understanding of target audience and the broader operating environment.
- Drives the execution of all phases of the internal communications process, including conception, implementation, and measurement. Leads day-to-day internal communication activities. Provides final decisions on creative content.
- Resolves conflicts over content or internal communication channel recommendations by acting as a trusted advisor to influence, coach, and negotiate with partners.
- Improves end-to-end communication processes by applying current and evolving industry standards, while aligning with Vanguard brand. Proactively sources news and stories for broader application.
- Develops and strengthens working relationships with key influencers across the organization and in the industry to support communications and business objectives.
- Participates in special projects and performs other duties as assigned.
Qualifications
- Five years related work experience, Two years consulting and delivering internal communications experience preferred. Supervisory experience preferred.
- Undergraduate degree or equivalent combination of training and experience. Graduate degree preferred.
- Prior leadership experience, specifically leading an internal communications team, that communicates digital changes.
- Proven experience crafting and implementing communications strategy.
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.