Technology Client Experience, Vice President

Who we are looking for

This is a leadership role responsible for building and operating the enablement and transformation engine underpinning the newly established Technology Client Experience organization. The role sits within the Transformation Office and is accountable for driving delivery of the unified client experience operating model. It acts as the capability and scale engine, enabling senior leadership to execute the transformation agenda.

Executive Accountability

The Vice President will be the single point of contact of accountability for

• Owns the enablement layer underpinning the client engagement transformation
• Ensures data driven decision making, transparency and continuous improvement
• Drives scalability and consistency across the operating model

What you will be responsible for

Insights, Feedback and NPS Engine

• Operate the client feedback and insights framework ensuring systematic capture, analysis and translation into clear actions
• Drive continuous improvement and NPS uplift through structured insight-led interventions
• Produce regular KPI reporting and performance insights for senior leadership

Enablement, Tooling and Content

• Lead delivery of client engagement tooling modernization, including portals, dashboards and analytic capabilities
• Build and maintain centralized content libraries, processes and engagement standards
• Enable consistent, scalable client interactions through standard artefacts and automation

Transformation Execution Support

• Support the Head of Technology Client Engagement phased transformation approach through program coordination and execution tracking
• Define and track enterprise KPIs to evidence transformation impact
• Drive adoption of standard processes, tools and client engagement best practices across teams

Client Engagement Standardization

• Establish consistency across regions and all teams
• Ensure a single source of truth for engagement data, insights and performance metrics

Education and Preferred Qualifications

• Bachelors degree in business, technology or related discipline
• Proven experience supporting large scale transformation initiatives, ideally within client facing, service led or technology organizations
• Demonstrated track record in building and scaling enablement functions
• 8 + years of experience in technology client engagement, relationship management, or service delivery environments, with strong understanding of client lifecycle dynamics
• Strong capability in data-driven decision making, including KPI design, performance reporting, and translating insights into action
• Experience working with or implementing modern engagement tooling
• Ability to operate effectively in complex, matrixed organizations, partnering across business, technology, and client-facing teams
• Strong communication and stakeholder management skills, with the ability to translate strategy into actionable execution and drive adoption
• Comfortable operating in fast-paced, evolving environments, with the ability to manage ambiguity and deliver outcomes
  

Salary Range:

$110,000 - $207,500 Annual

The range quoted above applies to the role in the primary location specified. If the candidate would ultimately work outside of the primary location above, the applicable range could differ.

Employees are eligible to participate in State Street’s comprehensive benefits program, which includes: our retirement savings plan (401K) with company match; insurance coverage including basic life, medical, dental, vision, long-term disability, and other optional additional coverages; paid-time off including vacation, sick leave, short term disability, and family care responsibilities; access to our Employee Assistance Program; incentive compensation including eligibility for annual performance-based awards (excluding certain sales roles subject to sales incentive plans); and, eligibility for certain tax advantaged savings plans.

For a full overview, visit https://hrportal.ehr.com/statestreet/Home.

About State Street

Across the globe, institutional investors rely on us to help them manage risk, respond to challenges, and drive performance and profitability. We keep our clients at the heart of everything we do, and smart, engaged employees are essential to our continued success.

We are committed to fostering an environment where every employee feels valued and empowered to reach their full potential. As an essential partner in our shared success, you’ll benefit from inclusive development opportunities, flexible work-life support, paid volunteer days, and vibrant employee networks that keep you connected to what matters most. Join us in shaping the future.

As an Equal Opportunity Employer, we consider all qualified applicants for all positions without regard to race, creed, color, religion, national origin, ancestry, ethnicity, age, disability, genetic information, sex, sexual orientation, gender identity or expression, citizenship, marital status, domestic partnership or civil union status, familial status, military and veteran status, and other characteristics protected by applicable law.

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It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.