Voice of the Client and Outcomes Analyst

The UKPI Voice of the Client and Outcomes Analyst is responsible for gathering, analysing, interpreting and presenting actionable insights from client feedback, sentiment across various channels, client journey and behavioural data to measure and enhance our overall client experience.
This role requires a keen analytical mind, excellent communication skills, collaboration, a passion for understanding what drives client satisfaction, loyalty, and outcomes with the desire to drive making meaningful change.

Main Responsibilities

• Own survey questions collect and analyse and present client feedback and behaviours from client contact, complaints, QA, surveys, market insights, online reviews, social media, and other touchpoints across client journeys.
• Where available, analyse and compare external competitor client data scores to benchmark feedback and experiences.
• Using data, identify trends, patterns, and develop regular actionable insights to support business decisions and improve products, services, service experience and processes. Prepare and present clear, concise reports and recommendations to stakeholders at all levels to drive improvements in Client Experience.
• Collaborate with cross-functional teams to define key insights, measurement approaches and ensure client insights are integrated into continuous improvement and strategic initiatives.
• Regularly monitor and present the agreed client satisfaction, performance and behavioural metrics and support the development of strategies to address areas of concern. Support Product Managers and Business Leaders in solution development, as required.

Key Skills and Qualifications

Essential

• Strong proficiency with data analysis tools (e.g., Excel, Power BI, Tableau, Adobe) and dashboard creation.
• Excellent written and verbal communication skills, with the ability to translate complex data into clear insights, trends and recommendations.
• Good knowledge of UKPI clients needs and behaviours, and our products, services and systems.
• Attention to detail, strong organisational skills, and a collaborative approach to problem solving.

Desirable

• Experience leveraging AI to accelerate and improve quality of data analysis using AI tools
• Experience with client journey mapping, journey data analysis, and voice of the client programmes is highly desirable.
• Knowledge of the UK personal investing marketplace.
• Proven experience in client insight analysis, or a similar analytical role.
• Strong proficiency with survey platforms.

Personal Attributes

• Curious and proactive, with a genuine interest in understanding client behaviour.
• Adaptable and resilient, able to thrive in a fast-paced, constantly changing environment.
• Strong collaborator, with multi-disciplinary teams with the ability to understand and prioritise multiple perspectives.
• Results-driven, with a strong sense of accountability and commitment to delivering actionable insights.

Special Factors 

• Vanguard is not offering visa sponsorship for this position,
• This is a hybrid position and would require you to work in the office 3 days per week (Tuesday, Wednesday & Thursday). The position will also involve occasional travel to London as required.
• Please note that we review applications on a rolling basis and may close this role early if there is a high level of interest. To avoid missing out, we recommend applying as soon as possible.

Why Vanguard? 

Vanguard is a different kind of investment company. It was founded in the United States in 1975 on a simple but revolutionary idea: that an investment company should manage its funds solely in the interests of its clients. 

This is a philosophy that has helped millions of people around the world to achieve their goals with low-cost, uncomplicated investments. 

It's what we stand for: value to investors. 

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: 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.