Head of Technology Client Engagement Manager, SVP

State Street•Boston, MA

2d•$225,000 - $337,500

About The Position

The Head of Client Engagement Transformation Office will lead the creation and execution of a centralized, unified client engagement operating model across GTS. The role is accountable for transforming fragmented client engagement practices into a single, cohesive organization that delivers clear ownership, consistent messaging, improved client outcomes, and measurable productivity. This role sits at the centre of client-facing transformation, acting as the driving force behind engagement simplification, tooling modernization, feedback‑led improvement, and relationship governance, with a clear mandate to improve client experience and Net Promoter Score (NPS). About State Street What we do. State Street is one of the largest custodian banks, asset managers and asset intelligence companies in the world. From technology to product innovation, we’re making our mark on the financial services industry. For more than two centuries, we’ve been helping our clients safeguard and steward the investments of millions of people. We provide investment servicing, data & analytics, investment research & trading and investment management to institutional clients. 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.

Requirements

Leadership experience driving large‑scale, multi-year transformation across complex client‑facing organisations
Proven success of operating model simplification and centralisation at enterprise scale
Extensive experience in client engagement, relationship management, or service-led business models
Strong executive presence with the ability to influence across business, technology and client stakeholders
Comfortable owning ambiguity while delivering decisive transformation

Responsibilities

Define and own the GTS‑wide client engagement strategy and operating model, aligned to firm‑level priorities
Act as the single executive point of accountability for client engagement transformation across GTS
Establish governance, decision rights, and escalation models for client lifecycle management
Lead the centralisation of all existing client engagement teams into one core organisation, eliminating duplication, inconsistency, and fragmented ownership
Stand up and scale the Client Engagement Transformation Office as a permanent capability
Ensure consistent engagement standards, processes, and tooling across all clients and regions
Sponsor and embed the Deal Lead / Deal Pod model, ensuring priority clients have a clearly accountable senior lead supported by specialist expertise
Provide executive oversight of complex, high‑impact client engagements and escalations
Own the client feedback and insights agenda, ensuring feedback is systematically analysed and translated into tangible change
Lead the Insights & Transformation engine to drive continuous improvement and sustained NPS uplift
Regularly report progress and outcomes to senior leadership using agreed KPIs
Provide executive sponsorship for the modernisation of client engagement tooling, including central portals, dashboards, AI‑enabled RFP/RFI capabilities, and interaction tracking
Oversee the creation of centralised content, process libraries, and reference artefacts to support consistent client interactions
Modernise sales and deal support through improved due diligence, technical assessments, and demonstration capabilities
Lead a phased transformation approach covering diagnose & design, build & pilot, and execute & scale
Define and track enterprise‑level KPIs (e.g. onboarding cycle time, RFP responsiveness, incident transparency) to evidence impact
Ensure integration with firm‑level deal committees and governance forums

Benefits

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.

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