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 Responsibilities

Enterprise Client Engagement Strategy

• Define and own the GTS‑wide client engagement strategy and operating model, aligned to firm‑level priorities
• Act as the single executive point of accountability for client engagement transformation across GTS
• Establish governance, decision rights, and escalation models for client lifecycle management

Operating Model Transformation

• Lead the centralisation of all existing client engagement teams into one core organisation, eliminating duplication, inconsistency, and fragmented ownership
• Stand up and scale the Client Engagement Transformation Office as a permanent capability
• Ensure consistent engagement standards, processes, and tooling across all clients and regions

Deal 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 escalations

Insights, Feedback & NPS Ownership

• Own the client feedback and insights agenda, ensuring feedback is systematically analysed and translated into tangible change
• Lead the Insights & Transformation engine to drive continuous improvement and sustained NPS uplift
• Regularly report progress and outcomes to senior leadership using agreed KPIs

Enablement, Tooling & Modernisation

• Provide executive sponsorship for the modernisation of client engagement tooling, including central portals, dashboards, AI‑enabled RFP/RFI capabilities, and interaction tracking
• Oversee the creation of centralised content, process libraries, and reference artefacts to support consistent client interactions
• Modernise sales and deal support through improved due diligence, technical assessments, and demonstration capabilities

Execution, Governance & Measurement

• Lead a phased transformation approach covering diagnose & design, build & pilot, and execute & scale
• Define and track enterprise‑level KPIs (e.g. onboarding cycle time, RFP responsiveness, incident transparency) to evidence impact
• Ensure integration with firm‑level deal committees and governance forums

Education and Preferred Qualifications

• Leadership experience driving large‑scale, multi‑year transformation across complex client‑facing organisations
• Proven success of operating model simplification and centralisation at enterprise scale
• Extensive experience in client engagement, relationship management, or service‑led business models
• Strong executive presence with the ability to influence across business, technology and client stakeholders
• Comfortable owning ambiguity while delivering decisive transformation

About State Street

What we do. State Street is one of the largest custodian banks, asset managers and asset

intelligence companies in the world. From technology to product innovation, we’re making our mark on the financial services industry. For more than two centuries, we’ve been helping our clients safeguard and steward the investments of millions of people. We provide investment servicing, data & analytics, investment research & trading and investment management to institutional clients.

Work, Live and Grow. We make all efforts to create a great work environment. Our benefits packages are competitive and comprehensive. Details vary by location, but you may expect generous medical care, insurance and savings plans, among other perks. You’ll have access to flexible Work Programs to help you match your needs. And our wealth of development programs and educational support will help you reach your full potential.

Equal Opportunity Employer. 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.

State Street is an equal opportunity and affirmative action employer.

Discover more at StateStreet.com/careers

Salary Range:

$225,000 - $337,500 Annual

The range quoted above applies to the role in the location specified. If the candidate would ultimately work outside of the 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 Street

Across 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/careers

Read our CEO Statement

Job 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.