Client Experience Consultant

Serves as the primary point of contact for complex existing clients. Develops and maintains strong relationships. Proactively evaluates client needs and financial goals.

Overview

The Client Experience Consultant (CEC) plays a critical role at the center of the sales and client engagement process, partnering closely with Sales and Relationship Management teams to bring client solutions to life. This team supports both prospective and existing clients by delivering a seamless, end-to-end experience across new business opportunities and ongoing client relationships.

The CEC serves as a dynamic, client-facing presenter responsible for showcasing and articulating the organization’s digital experience, including participant and plan sponsor tools. This role is ideal for individuals who thrive in a fast-paced, high-visibility environment and are energized by engaging directly with clients.

Key Responsibilities

• Partner with Sales and Relationship Management teams to support client meetings, presentations, and strategic initiatives.
• Serve as a subject matter expert on the digital experience, including participant and plan sponsor platforms, clearly articulating functionality and value to clients.
• Deliver engaging, tailored presentations and demonstrations, adapting messaging in real time based on client needs and feedback.
• Build and maintain strong relationships with internal stakeholders, including Sales, Relationship Managers, and Consultant teams.
• Support new business development and retention efforts by enhancing the client experience and contributing to successful outcomes.
• Evaluate client needs through consultative interactions and align digital solutions to support client goals.
• Resolve complex client inquiries related to products, services, or processes, applying critical thinking and creativity when needed.
• Identify opportunities to strengthen client relationships through proactive use of product, service, and industry knowledge.
• Contribute to strategic planning, business development activities, and special projects as assigned.

Qualifications

• Minimum of five years of relevant experience.
• Three or more years of experience in financial services, client engagement, or relationship management preferred.
• Undergraduate degree or equivalent combination of training and experience required; advanced degree preferred.
• Demonstrated experience presenting to clients or stakeholders in a professional setting.
• Strong understanding of financial services, recordkeeping, or institutional business preferred.

Core Skills & Competencies

• Presentation & Communication: Confident, engaging presenter with the ability to clearly explain complex concepts and tailor messaging to diverse audiences.
• Client Engagement: Strong interpersonal and relationship-building skills with a client-first mindset.
• Adaptability: Ability to think on your feet, pivot in real time, and perform effectively in high-pressure, client-facing situations.
• Technical Acumen: Comfortable navigating and demonstrating digital platforms and tools; ability to quickly learn new technologies.
• Collaboration: Proven ability to work cross-functionally and build partnerships across teams.
• Business Acumen: Understanding of financial services, including products, services, and client needs within an institutional environment.

Career Development

The Client Experience Consultant role offers strong opportunities for professional growth and advancement. The experience gained in client engagement, strategic storytelling, and business development can lead to future opportunities across Sales, Relationship Management, Product, and other enterprise functions

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

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.