The Process Improvement Specialist is responsible for analyzing, synthesizing, and communicating complaint-related data and insights to drive meaningful process improvements across the organization. This role partners closely with data, technology, and business stakeholders to strengthen complaint detection, remediation, and overall client experience.

The position requires strong critical thinking, clear communication, and the ability to influence outcomes without direct authority in a fast‑paced, highly collaborative environment.

Responsibilities:

• Serve as a liaison between data and reporting teams and business stakeholders to translate complaint-related data into actionable insights.
• Interpret, synthesize, and communicate trends related to client complaints to inform decision-making and prioritization.
• Monitor data quality and provide feedback and recommendations through leadership channels to improve accuracy, consistency, and usability of reporting.
• Apply process definition, design, and improvement methodologies to identify opportunities to improve quality, efficiency, compliance, and customer satisfaction.
• Support process improvement initiatives from inception through implementation, including defining scope, gathering requirements, managing timelines, and ensuring delivery of results.
• Compile and analyze process improvement data and key performance metrics to measure outcomes and sustain improvements.
• Develop documentation to support analysis and change, including business requirements, functional specifications, process maps, gap analyses, and remediation plans.
• Partner with CAI, CDAO, Operational Excellence, and technology teams on AI‑driven initiatives related to complaint detection and analytics.
• Contribute to the expansion of complaint detection capabilities beyond written inputs.
• Build and maintain effective working relationships with internal clients and key stakeholders across multiple functions and levels.
• Support development of training materials and change management activities associated with new or enhanced processes and procedures.
• Coordinate follow‑up meetings and working sessions to ensure process improvements are implemented and sustained.
• Participate in special projects and perform other duties as assigned.

Qualifications:

• Minimum of three years related work experience with progressive responsibility required.
• Undergraduate degree or an equivalent combination of training and experience required.

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.