Project Management - Senior Manager

Role summary:

Level – Sr. Officer

Division – Client Experience

Location

• Full time role based in Bangalore, India

Reporting line – Vice President, Client Experience

Be a part of a team dedicated to developing a complete view of client wants and needs across all touchpoints and championing continuous improvement across the entire firm. The Client Experience organization at State Street is accountable for influencing actions for impact, identifying key drivers of client delight and dissatisfaction through cross business correlation of service delivery execution, client service engagement, technology experience and client sentiment. This team helps the company develop a deeper relationship with its clients, influence the organization’s strategy and ensure the firm remains a market leader across investment servicing, markets and financing, and investment management.

Within Client Experience, the Voice of the Client (VoC) function targets a 360-degree view of client sentiment and leverages data to inform business priorities and drive meaningful impact. This includes State Street’s Net Promoter System® (NPS) Program, a priority for the organization’s Executive Committee (EC) and a Key Performance Indicator for executives globally.  

We are looking for an Officer to join State Street’s Client Experience team within Institutional Services. This position will be based in Bangalore, India.

The successful candidate will work with Client Experience team members to lead the expanding NPS Program, systematically process a broader range of client feedback sources and align with operational measures and drive organizational change to enhance a client-centric agenda. A proactive team player with a can-do attitude, an analytical mindset and an ability to influence stakeholders in service of client outcomes will be ideal for this role.

The role will include the following:

• Support the global NPS Program across existing streams and work with a broad range of stakeholders to institutionalize the Program
• In coordination with team members, internal business partners and external vendors, support the development of initiatives to provide a holistic view of client, ensuring consistent metrics and measures of success and a focus on improvement prioritization
• Assist in the management of key activities at all stages of the NPS Program, including database and timeline management, reporting and analysis
• Generate and present NPS Program insights – including themes, pain point and opportunities - to senior executives and functional groups across countries and regions
• Coordinating with other Client Experience functions, develop and implement activities to address the highest priority client feedback
• Help link the insight-to-action process from Client Experience initiatives with other client and employee channels
• Collaborate with cross-functional teams to understand business needs and requirements for reporting and analysis
• Field general enquiries from internal stakeholders and engage with suppliers and vendors
• Provide ad-hoc support to the broader Client Experience teams where necessary
• Capture Due Diligence requirements as per client visit and work with Innovative studio to design the presentation as per RM’s requirements
• Create a data library of all visiting clients from Operations standpoint based out of India
• Drive CX101 and CX102 training across operations locally and continue to refresh quarterly.
• Track change management in case of any activity change and report to management.
• Participate in VOC sessions and track readiness from hosting standpoint.

Requirements:

• Degree in Marketing, Finance, Business Administration or a numerate discipline preferred
• 4 - 5 years of relevant experience, including B2B or B2C Customer Experience, Marketing, Transformation or market research functions (either in-house or agency)  
• Experience in market research techniques (either quantitative or qualitative) and data analytics preferred but not mandatory
• Strong organizational, presentation and time management skills
• Excellent written and spoken English – additional languages welcome
• Pro-active, detail oriented and a team player
• Proficiency with PowerPoint, Excel, Word and Office  
• Previous experience with SalesForce, Experience Management platforms (Qualtrics, Medallia, NICE Satmetrix, etc) and any statistics package (R, Q, SPSS, etc) a plus

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.

Inclusion, Diversity and Social Responsibility. We truly believe our employees’ diverse backgrounds, experiences and perspectives are a powerful contributor to creating an inclusive environment where everyone can thrive and reach their maximum potential while adding value to both our organization and our clients. We warmly welcome candidates of diverse origin, background, ability, age, sexual orientation, gender identity and personality. Another fundamental value at State Street is active engagement with our communities around the world, both as a partner and a leader. You will have tools to help balance your professional and personal life, paid volunteer days, matching gift programs and access to employee networks that help you stay connected to what matters to you.

State Street is an equal opportunity and affirmative action employer.

Discover more at StateStreet.com/careers

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

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