Technology Client Experience, Vice President

State Street•Boston, MA

1d•$110,000 - $207,500

About The Position

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.

Requirements

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

Responsibilities

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

Benefits

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
eligibility for certain tax advantaged savings plans
inclusive development opportunities
flexible work-life support
paid volunteer days
vibrant employee networks