Process Improvement Analyst, Senior Specialist

Responsibilities

• 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
• 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
• 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
• 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
• 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

Requirements

• 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 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.
• How We Work

Additional Information

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.

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