Digital Experience Owner

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