Client Voices (Personal Investor | CDAO ) is seeking a talented data analyst. We are looking for a passionate individual who wants to leverage the power of analytics to drive improvements to the client experience. Client Experience is a proven competitive differentiator and Personal Investor business lines have organized their experience management programs around client segments and journeys. To support the lines of business, the Voices Team operates as a cross-functional group in a product ownership and delivery model.
We are seeking a highly talented senior data analyst to drive insights and enable actions for the business in advancing the reach and capabilities of the Client Voices Program (VOC). As a senior analyst, you’ll develop and refine an analytics portfolio that helps to drive the delivery of Personal Investor's VOC programs across all business lines and customer facing channels. This role will also partner with team members and broader analytics community to conceptualize, build and showcase specific data and analytics products that directly contribute to business strategy and analytics value.
As a Senior Analyst in the Personal Investor Client Voices Program, CDAO you will:
- Perform deep dive diagnostic and prescriptive analytics to drive insights to develop and refine customer behavioral measures
- Identify and prioritize areas of greatest opportunity to deliver enhancements to survey design and measurement
- Visualize and articulate compelling stories with data
- Partner with other analytics teams to assist in data design and use case development to drive improvements in experience management across business lines and customer contact channels.
Strong candidates will have demonstrated an ability to:
- Work in an ambiguous environment and adapt quickly to change.
- Independently translate a broad business objective into a set of incremental analytical deliverables.
- Learn new technical, consulting and problem-solving skills
- Develop and create analytical solutions to address operational, product, channel and client service challenges and opportunities.
- Communicate effectively and show flexibility in style based on the audience.
Core Responsibilities
- Engages with internal partners to understand business strategy, questions, and goals. Brings structure to business requests, translates requirements into an analytical project approach, and leads projects through completion. Organizes tasks and provides tactical and strategic guidance to peers.
- Acquires and compiles structured and unstructured data and verifies its quality, accuracy and reasonableness.
- Performs analyses of historical data to surface trends and insights using advanced analytical methods.
- Prepares and delivers visualizations and internal presentations that translate analytic insights into tangible, actionable solutions for business partners to implement.
- Develops, owns, and manages recurring analytic or reporting processes.
- Mentors, coaches, trains, and develops junior analysts. Proactively expands knowledge of business and analytics and shares with team members. Develops and documents best practices.
- Participates in special projects and performs other duties as assigned.
Special Factor
Vanguard is not offering visa sponsorship for this position.
About Vanguard
We are Vanguard. Together, we’re changing the way the world invests.
For us, investing doesn’t just end in value. It starts with values. Because when you invest with courage, when you invest with clarity, and when you invest with care, you can get so much more in return. We invest with purpose – and that’s how we’ve become a global market leader. Here, we grow by doing the right thing for the people we serve. And so can you.
We want to make success accessible to everyone. This is our opportunity. Let’s make it count.
Inclusion Statement
Vanguard’s continued commitment to diversity and inclusion is firmly rooted in our culture. Every decision we make to best serve our clients, crew (internally employees are referred to as crew), and communities is guided by one simple statement: “Do the right thing.”
We believe that a critical aspect of doing the right thing requires building diverse, inclusive, and highly effective teams of individuals who are as unique as the clients they serve. We empower our crew to contribute their distinct strengths to achieving Vanguard’s core purpose through our values.
When all crew members feel valued and included, our ability to collaborate and innovate is amplified, and we are united in delivering on Vanguard's core purpose.
Our core purpose: To take a stand for all investors, to treat them fairly, and to give them the best chance for investment success.
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.