Job Description

Job Description

Job Description

Position

Digital Experience Owner

Reports to

Head of AI Strategies and Digital Experience

Summary

The Digital Experience Owner is responsible for driving the end-to-end client journey across digital channels, ensuring seamless, holistic experiences that advance Vanguard Charitable’s mission and business objectives. This role supports product ownership, journey development, and cross-functional collaboration, acting as the primary steward of the digital journey vision under the direction of the Head of Digital Experience. The Journey Owner partners with a cross-functional Client Experience (CX) working group to deliver innovative solutions and excellent outcomes for our clients.

Duties and Responsibilities

• Own the digital client journey: Lead the strategy, development, and execution of the digital experience journey, ensuring alignment with organizational goals and client needs.
• Backlog management: Oversee and prioritize the journey backlog, facilitating grooming and refinement sessions to ensure work is well-defined, actionable, and delivers value.
• Execute journey vision: Translate the journey vision into actionable plans and deliverables, collaborating closely with the Product Manager and stakeholders.
• Cross-functional collaboration: Liaise with CX, technology, design, operations, and other teams to ensure the client experience is consistent and holistic across all channels.
• Client advocacy: Champion client needs and feedback, using data and insights to inform journey improvements and measure success.
• Leverage and evangelize product ownership and human-centered design best practices: Act as a champion for modern product management and human-centered design principles across the organization, sharing knowledge, mentoring peers, and fostering a culture of continuous improvement and client-centricity in digital experience delivery.
• User Experience: Align directly with the UX team to ensure that designs meet client needs and deliver business value and employ UX best practices in product design.
• Testing and Quality Control: Be a key contributor to and executor of high-quality testing and quality control practices during and after development. Establish appropriate monitoring, alerting, and other controls to ensure a stable digital experience.
• Continuous improvement: Monitor journey performance, identify opportunities for optimization, and drive iterative enhancements.
• Stakeholder engagement: Communicate progress, risks, and outcomes to leadership and stakeholders, ensuring transparency and alignment.
• Market awareness: Stay informed on industry trends, best practices, and competitor approaches to digital journeys and product ownership.

Qualifications

• Bachelor’s degree in business, technology, design, or related field; advanced degree preferred.
• 7+ years of experience in digital product ownership, journey management, or related roles, preferably in financial services, technology, or client-focused organizations.
• Proven track record of working in cross-functional teams and delivering complex digital initiatives.
• Deep understanding of client experience principles, journey mapping, and agile methodologies.
• Strong analytical, problem-solving, and communication skills.
• Demonstrated ability to manage competing priorities and drive results in a fast-paced environment.
• Experience with backlog management tools (e.g., Jira, Trello) and journey analytics platforms a plus.
• Commitment to Vanguard Charitable’s mission and values.

Job Tags

Similar Jobs