Client Strategy & Experience - Vice President

Morgan Stanley • New York, NY

1d • $110,000 - $190,000

About The Position

The Morgan Stanley Family Office (MSFO) within Private Wealth Management delivers administration, investment management, and specialized services to Family Office clients, partnering closely with the Firm’s top advisors and 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 throughout the 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.

As a key partner to leadership and internal teams, the VP will 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, as well as the ability to influence across teams and levels.

The position is fast-paced and demanding, involving collaboration with senior leadership across groups at the Firm. Expected base pay is $110,000–$190,000 per year at commencement of employment. Actual base pay is determined individually and may be only part of total compensation, which may also include commissions, incentive compensation, discretionary bonuses, other short- and long-term incentive packages, and Morgan Stanley-sponsored benefits.

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.
• A track record of success and demonstrated good judgment and discretion.

Responsibilities

• Help define and evolve the long-term vision for client strategy and experience across the organization.
• Develop operational plans, frameworks, and initiatives to 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 decisions.
• 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.
• Coordinate client experience initiatives across functions and support their effective execution.
• Influence stakeholders without direct authority by building consensus around client-centered goals.
• Support change management for new client experience processes, tools, and engagement models.
• Promote consistent standards, messaging, and service practices across client-facing and support teams.

Benefits

• Comprehensive employee benefits and perks.
• Compensation may include commission earnings, incentive compensation, discretionary bonuses, and other short- and long-term incentive packages.
• Opportunity to move across the business for employees who demonstrate passion and grit.

What This Job Offers

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