Senior Client Experience & Strategy Leader

BNY; Florida; On-site; USD 180,000 - 280,000; Full time

Job summary

BNY is seeking a Senior Vice President, Client Service Executive to join the Client Services team. This role can be based in Lake Mary, FL or Pittsburgh, PA, with leadership over major client service delivery and strategic client engagement.

The position requires 7–10 years in client services or operations, a Bachelor's degree (MBA preferred), and a track record of shaping service strategy across products and platforms.

Qualifications

• Bachelor's degree or the equivalent combination of education and experience is required, MBA preferred.
• 7-10 years of total work experience in an operational area and/or client services preferred.
• America's Most Innovative Companies, Fortune, 2025

Responsibilities

• Serves as a senior point of contact to major clients on moderately complex service issues and assists in developing strategy to deliver world-class client service across products or platforms.
• Collaborates with clients and influences internal stakeholders to align client needs with BNY's commercial strategy.
• Proactively partners with Client Service Data, Insights & Analytics to improve service by identifying trends, themes, and opportunities.
• Ensures exceptional service meets client expectations across all products and services.
• Drive and manage end to end client service delivery model for Major clients; to include participation developing the strategy to align client needs and monitor client satisfaction.
• Work with Major clients to resolve moderately complex issues across products or platforms; manage issues / incidents (reactive) and act as the central point of contact with internal partners, as needed (Operations, Client Coverage, Product, and Technology).
• Monitor and ensure execution of service commitments and evolve the client service model in partnership with key counterparts (e.g., SLA evolution and changes).
• Leveraging a deep understanding of clients' business; identify opportunities to make it easier for clients to engage with us and opportunities for continuous service improvement, including digital adoption to foster the overall culture.

Education

Bachelor's degree or the equivalent combination of education and experience

MBA preferred

7-10 years of total work experience in an operational area and/or client services

Job description

BNY is seeking a Senior Vice President, Client Service Executive to join the Client Services team. This role can be based in Lake Mary, FL or Pittsburgh, PA, with leadership over major client service delivery and strategic client engagement.

The position requires 7–10 years in client services or operations, a Bachelor's degree (MBA preferred), and a track record of shaping service strategy across products and platforms.