Head of Technology Client Engagement Manager, SVP

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).Key ResponsibilitiesEnterprise Client Engagement StrategyDefine and own the GTS‐wide client engagement strategy and operating model, aligned to firm‐level prioritiesAct as the single executive point of accountability for client engagement transformation across GTSEstablish governance, decision rights, and escalation models for client lifecycle managementOperating Model TransformationLead the centralisation of all existing client engagement teams into one core organisation, eliminating duplication, inconsistency, and fragmented ownershipStand up and scale the Client Engagement Transformation Office as a permanent capabilityEnsure consistent engagement standards, processes, and tooling across all clients and regionsDeal Leadership & Client Coverage* 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 escalationsInsights, Feedback & NPS OwnershipOwn the client feedback and insights agenda, ensuring feedback is systematically analysed and translated into tangible changeLead the Insights & Transformation engine to drive continuous improvement and sustained NPS upliftRegularly report progress and outcomes to senior leadership using agreed KPIsEnablement, Tooling & ModernisationProvide executive sponsorship for the modernisation of client engagement tooling, including central portals, dashboards, AI‐enabled RFP/RFI capabilities, and interaction trackingOversee the creation of centralised content, process libraries, and reference artefacts to support consistent client interactionsModernise sales and deal support through improved due diligence, technical assessments, and demonstration capabilitiesExecution, Governance & MeasurementLead a phased transformation approach covering diagnose & design, build & pilot, and execute & scaleDefine and track enterprise‐level KPIs (e.g. onboarding cycle time, RFP responsiveness, incident transparency) to evidence impactEnsure integration with firm‐level deal committees and governance forumsEducation and Preferred QualificationsLeadership experience driving large‐scale, multi‐year transformation across complex client‐facing organisationsProven success of operating model simplification and centralisation at enterprise scaleExtensive experience in client engagement, relationship management, or service‐led business modelsStrong executive presence with the ability to influence across business, technology and client stakeholdersComfortable owning ambiguity while delivering decisive transformationAbout State StreetAcross 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. As an Equal Opportunity Employer, we consider all qualified applicants for all positions without regard to race, creed, color, religion, national origin, ancestry, ethnicity, age, disability, genetic information, sex, sexual orientation, gender identity or expression, citizenship, marital status, domestic partnership or civil union status, familial status, military and veteran status, and other characteristics protected by applicable law. Discover more information on U.S. jobs at StateStreet.com/careers Read our CEO StatementSalary Range:$225,000 - $337,500 AnnualThe range quoted above applies to the role in the primary location specified. If the candidate would ultimately work outside of the primary location above, the applicable range could differ.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.For a full overview, visit https://hrportal.ehr.com/statestreet/Home.About State StreetAcross 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.As an Equal Opportunity Employer, we consider all qualified applicants for all positions without regard to race, creed, color, religion, national origin, ancestry, ethnicity, age, disability, genetic information, sex, sexual orientation, gender identity or expression, citizenship, marital status, domestic partnership or civil union status, familial status, military and veteran status, and other characteristics protected by applicable law.Discover more information on jobs at StateStreet.com/careersRead our CEO StatementJob Application Disclosure:It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.