Technology Client Experience VP: Transformation & Enablement

State Street; Boston (MA); On-site; USD 110,000 - 208,000; Full time

Job summary

State Street is seeking a senior leader to build and run the enablement and transformation engine for the Technology Client Experience organization. The Vice President will own the client engagement transformation enablement and ensure data driven decision making, transparency and scalable operating models across teams.

The role emphasizes driving insights, tooling modernization, program coordination and KPI delivery for senior leadership, while standardizing engagement data and artefacts to

Qualifications

• Bachelor's 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
• 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

Skills

Data-driven decision making

KPI design

Stakeholder management

Communication skills

Matrixed organizations

Engagement tooling

Education

Bachelor's degree in business, technology or related discipline

Tools

Engagement tooling

Job description

State Street is seeking a senior leader to build and run the enablement and transformation engine for the Technology Client Experience organization. The Vice President will own the client engagement transformation enablement and ensure data driven decision making, transparency and scalable operating models across teams.

The role emphasizes driving insights, tooling modernization, program coordination and KPI delivery for senior leadership, while standardizing engagement data and artefacts to