VP, Technology Client Experience & Transformation Engine

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

Job summary

State Street seeks a senior leader to build and operate the enablement and transformation engine for the Technology Client Experience organization, based in Boston. The role sits in the Transformation Office and drives the unified client experience operating model and scale across the enterprise.

The Vice President will own the enablement layer, ensure data-driven decision making, transparency, and continuous improvement while driving scalability and consistency in the operating model.

Qualifications

• Bachelor's degree in business, technology or related discipline.
• 8+ years of experience in technology client engagement, relationship management, or service delivery environments, with strong understanding of client lifecycle dynamics.
• 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.

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

Leadership

Data-driven decisions

KPI design

Stakeholder management

Communication

Education

Bachelor's degree in business, technology or related discipline

Job description

State Street seeks a senior leader to build and operate the enablement and transformation engine for the Technology Client Experience organization, based in Boston. The role sits in the Transformation Office and drives the unified client experience operating model and scale across the enterprise.

The Vice President will own the enablement layer, ensure data-driven decision making, transparency, and continuous improvement while driving scalability and consistency in the operating model.