Head of Analytics, Insights and Client Experience

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Senior Management Malvern, PA, US

The Head of Analytics, Insights and Client Experience owns the intelligence and client experience engine that drives Vanguard Charitable's growth. Reporting to the Chief Growth Officer, this leader directs data science, business intelligence, reporting, and client experience - building the data products, measurement systems, and client strategies that determine where the enterprise invests. The role is accountable for measurable improvements in client acquisition, engagement, retention, and satisfaction, and serves as a trusted advisor to enterprise leadership on growth performance, client trends, and strategic opportunity.

• Own and execute an integrated client, market, and business intelligence strategy aligned to enterprise growth priorities.
• Own the identification, design, and development of data-driven products, decision-support tools, and analytical capabilities that create value for clients, advisors, and internal stakeholders.
• Synthesize data, research, market trends, and client insights into actionable recommendations that direct enterprise decisions and resource allocation.
• Identify emerging opportunities, risks, and shifts in client behavior to inform strategic decision-making and resource allocation.
• Deliver thought leadership on growth drivers, competitive dynamics, and performance trends that shape enterprise direction.

• Lead data science and business intelligence teams to deliver predictive insights, performance analytics, and enterprise reporting.
• Own the enterprise growth scorecard: establish and maintain the KPIs, measurement frameworks, dashboards, and performance reporting by which growth objectives are managed.
• Drive the development of data products, analytical tools, and decision-support solutions that enhance client experiences, improve business processes, and support growth initiatives.
• Partner with business and technology teams to identify opportunities to leverage advanced analytics, automation, artificial intelligence, and emerging technologies.
• Deliver timely, accurate insights on initiative performance and provide recommendations for optimization and continuous improvement.

• Provide strategic oversight for Vanguard Charitable's client experience function, ensuring the voice of the client informs enterprise priorities, growth strategies, and investment decisions.
• Lead the development of client listening, journey analytics, and behavioral insight capabilities that deepen understanding of client needs, motivations, and experiences.
• Partner across marketing, go-to-market, innovation, and business teams to identify opportunities to improve acquisition, engagement, retention, and overall client satisfaction.
• Champion a client-centered culture by embedding client insights into strategic planning, innovation, and decision-making processes.
• Lead and develop the client experience team, establishing a roadmap to mature and scale the capability over time.

Drive Cross-Functional Partnership and Influence (15%)

• Partner closely with marketing, communications, Horizon 2 (go-to-market), Horizon 3 (innovation), strategic planning, and enterprise leaders to align insights with growth priorities.
• Collaborate with IT to align data strategy, governance, architecture, and analytics capabilities.
• Drive prioritization of strategic initiatives through fact-based recommendations, and own follow-through from insight to adopted decision.
• Serve as a trusted advisor to leaders across the organization on growth performance, client trends, and strategic opportunities.

Build and Lead High-Performing Teams (10%)

• Lead, develop, and mentor leaders and team members across analytics, reporting, data science, and client experience functions.
• Foster a culture of accountability,…