Serves as a senior-level expert that leverages process improvement methodology (e.g., Lean, Agile, Human Centered Design, Six Sigma) to lead complex, cross-functional process improvement initiatives. Defines, designs, and implements scalable processes that improve client retention outcomes and strengthen the end-to-end client experience while elevating the capability of teams executing day-to-day interventions. Partners with senior leaders and subject matter experts across functions to drive alignment and influence decision-making while anticipating risks and opportunities. Acts as a thought leader by developing team capability and enabling consistent, high-quality execution across process improvement teams.
Responsibilities:1. Lead Client-Centric Process Design & Improvement for a Net-New Business Unit- Proactively identify, analyze, and improve processes with a primary focus on client retention and loyalty
- Design processes that drive measurable, scalable client outcomes in an ambiguous environment, with high effectiveness and quality
2. Drive End-to-End Initiative Execution- Lead complex initiatives from ideation through implementation, defining scope, timelines, and success measures
- Anticipate risks, remove barriers, and ensure timely delivery of outcomes
3. Design and Visualize Scalable Client-Centric Processes- Lead the visualization, definition, and implementation of new or enhanced processes to achieve improved client experience outcomes.
- Ensure processes are scalable, repeatable, and aligned across teams
4. Influence & Align Across Stakeholders- Build strong relationships with senior leaders and cross-functional partners (service, product, analytics, operations)
- Use data and insights to proactively influence decisions and align on process enhancements to improve client outcomes
5. Elevate Team Capability - Coach, mentor, and develop process improvement crew to strengthen execution and consistency
- Build team capability in applying data, process improvement methods, and client-centric thinking
- Serve as a thought leader and trusted advisor to the Head of Client Success
Qualifications:- Minimum of eight years related work experience with progressive responsibility required.
- Undergraduate degree or an equivalent combination of training and experience required. Graduate degree preferred.
- Process improvement certification (i.e. McKinsey Lean training, Six Sigma certification) preferred.
Special FactorsSponsorshipVanguard is not offering visa sponsorship for this position.
