Technology Client Experience, Vice President

State Street • Quincy, MA

7d

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. 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, and Drives scalability and consistency across the operating model.

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

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

What This Job Offers

• Job Type: Full-time
• Career Level: Executive