Global Client Experience, Vice President

Morgan Stanley • Boston, MA

9d • $150,000 - $175,000

About The Position

Morgan Stanley Investment Management (“MSIM”), together with its investment advisory affiliates, has more than 1,300 investment professionals around the world and $1.7 trillion in assets under management or supervision as of June 30, 2025. Morgan Stanley Investment Management strives to provide strong long-term investment performance, outstanding service and a comprehensive suite of investment management solutions to a diverse client base, which includes governments, institutions, corporations and individuals worldwide.
Position Summary
The Global Client Experience Team is positioned within the Distribution (Sales and Marketing) division and recently launched to accelerate firmwide enhancements across the client lifecycle. This team is focused on embedding client-centricity into the operating model, driving innovation, and creating measurable improvements in satisfaction and retention.
We are seeking a Vice President to lead strategic initiatives that enhance and strengthen the client experience across Morgan Stanley’s global platform. This individual will play a critical role in driving execution excellence, fostering collaboration across business lines, and ensuring that every initiative reflects the firm’s core value of putting the client first. The role involves close collaboration with senior leaders across the organization. The ideal candidate is a delivery-focused leader with a proven track record of guiding transformational programs from strategy through execution in a dynamic environment.

Requirements

• Bachelor’s degree required; advanced degree preferred.
• 7–10 years of experience working with transformational initiatives, preferably within a complex, global organization.
• Demonstrated ability to influence and engage senior executives and lead through collaboration in a matrixed environment.
• Proven experience in program management, process optimization, and operational excellence.
• Strong data-driven mindset, with the ability to design, build, and interpret dashboards to support business insights and decision-making.
• Exceptional communication, presentation, and stakeholder management skills, with a strong executive presence.
• Advanced proficiency in Microsoft Office suite
• Highly organized, adaptable, and capable of managing multiple priorities in a fast-paced environment.

Nice To Haves

• Experience in financial services, especially in Institutional client service, relationship management, or client experience roles, is desirable.
• experience with analytics or visualization tools such as Tableau or Power BI preferred.

Responsibilities

• Lead and oversee complex, cross-functional programs that support the firm’s global client experience strategy, ensuring alignment with organizational goals and timely execution.
• Serve as a driver of process improvement and delivery discipline, maintaining focus on quality, consistency, and seamless execution across teams.
• Develop and own executive dashboards and performance reports that provide visibility into program health, progress, risks, and outcomes.
• Partner with senior management to lead executive steering committees and integrated workstreams, facilitating effective governance and decision-making.
• Act as a leader of transformational initiatives, driving innovation and continuous improvement across client engagement and servicing functions.
• Build and maintain strategic internal relationships across functions and geographies to strengthen collaboration and communication.
• Proactively identify and resolve bottlenecks, ensuring consistent program delivery and alignment with strategic objectives.
• Provide regular, data-driven updates and recommendations to leadership and stakeholders.
• Lead and mentor direct reports, fostering a high-performance culture and supporting professional development.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees