Client Strategy & Experience - Vice President

Morgan Stanley • New York, NY

2d

About The Position

The Morgan Stanley Family Office (MSFO) within Private Wealth Management delivers solutions to Family Office clients across administration, investment management, and specialized service needs. MSFO is a critical partner to the Firm’s top advisors and clients and works closely with the Global Investment Office (GIO) and Institutional Securities Group (ISG).

The Vice President of Client Strategy & Experience will shape, advance, and operationalize the organization’s client experience strategy. The role helps define how the organization engages, serves, retains, and grows client relationships across the full client lifecycle. Combining strategic planning, data-driven insights, and cross-functional partnership, the VP will work to deliver a differentiated, consistent, and client-centered experience.

The VP will partner with leadership and internal teams to translate client needs, feedback, and expectations into actionable strategies, measurable improvements, and scalable operating practices. The role calls for a strong understanding of client engagement, relationship management, analytics, and change execution, along with the ability to influence across teams and levels.

Requirements

• At least 5 years of experience in financial services, wealth management, marketing/business strategy and management, or related fields.
• Bachelor’s degree in business or a related field.
• Exceptional project and interpersonal skills.
• Strong teamwork, relationship-building, and cross-collaboration skills.
• Excellent organizational and prioritization skills, including the ability to multitask and prioritize requests.
• High attention to detail and excellent written and verbal communication skills.
• Track record of success and demonstrated ability to exercise good judgment and discretion.
• Ability to collaborate with senior leadership in a fast-paced and demanding environment.

Responsibilities

• Help define and evolve the long-term vision for client strategy and experience across the organization.
• Develop operational plans, frameworks, and initiatives that support client engagement, satisfaction, retention, and growth.
• Translate business priorities and client expectations into experience goals, success measures, and execution roadmaps.
• Identify opportunities to improve the client interaction model and relationship management approach.
• Partner with senior stakeholders to align client experience priorities with broader business strategy.
• Establish and monitor key performance indicators related to client satisfaction, engagement, retention, service quality, and relationship growth.
• Analyze client feedback, behavioral trends, service data, and satisfaction metrics to identify improvement opportunities.
• Develop insights and reporting to help leadership understand the health of the client experience.
• Use data to prioritize initiatives, measure impact, and inform strategic decision-making.
• Identify emerging patterns, risks, and opportunities across client segments, touchpoints, and channels.
• Partner with sales, marketing, product, operations, client service, and other internal teams to align priorities around client satisfaction and relationship growth.
• Connect functions to coordinate and effectively execute client experience initiatives.
• Influence stakeholders without direct authority by building consensus around client-centered goals.
• Support change management efforts related to new client experience processes, tools, and engagement models.
• Promote consistent standards, messaging, and service practices across client-facing and support teams.
• Collaborate with senior leadership across Firm groups and prioritize multiple requests.

Benefits

• Morgan Stanley offers employee benefits and perks described as attractive and comprehensive, supporting employees and their families throughout their work-life journey.
• Potential total compensation may include commission earnings, incentive compensation, discretionary bonuses, and other short- and long-term incentive packages, depending on the position.

What This Job Offers

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