Technology Client Experience, Vice President

Who we are looking forThis 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 AccountabilityThe Vice President will be the single point of contact of accountability forOwns the enablement layer underpinning the client engagement transformationEnsures data driven decision making, transparency and continuous improvementDrives scalability and consistency across the operating modelWhat you will be responsible forInsights, Feedback and NPS EngineOperate the client feedback and insights framework ensuring systematic capture, analysis and translation into clear actionsDrive continuous improvement and NPS uplift through structured insight-led interventionsProduce regular KPI reporting and performance insights for senior leadershipEnablement, Tooling and ContentLead delivery of client engagement tooling modernization, including portals, dashboards and analytic capabilitiesBuild and maintain centralized content libraries, processes and engagement standardsEnable consistent, scalable client interactions through standard artefacts and automationTransformation Execution SupportSupport the Head of Technology Client Engagement phased transformation approach through program coordination and execution trackingDefine and track enterprise KPIs to evidence transformation impactDrive adoption of standard processes, tools and client engagement best practices across teamsClient Engagement StandardizationEstablish consistency across regions and all teamsEnsure a single source of truth for engagement data, insights and performance metricsEducation and Preferred QualificationsBachelors degree in business, technology or related disciplineProven experience supporting large scale transformation initiatives, ideally within client facing, service led or technology organizationsDemonstrated track record in building and scaling enablement functions8 + years of experience in technology client engagement, relationship management, or service delivery environments, with strong understanding of client lifecycle dynamicsStrong capability in data-driven decision making, including KPI design, performance reporting, and translating insights into actionExperience working with or implementing modern engagement toolingAbility to operate effectively in complex, matrixed organizations, partnering across business, technology, and client-facing teamsStrong communication and stakeholder management skills, with the ability to translate strategy into actionable execution and drive adoptionComfortable operating in fast-paced, evolving environments, with the ability to manage ambiguity and deliver outcomesSalary Range:$110,000 - $207,500 AnnualThe 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 .About State StreetAcross 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.Discover more information on jobs at StateStreet.com/careersRead our CEO StatementJob Application Disclosure: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.
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