Managing Director, Customer Experience & Advisor Support, Wealth Custody & Clearing

Role Overview

• Own the end-to-end launch and lifecycle for the Wealth Custody and Clearing client experience from ideation and design through launch, enhancement, and sunset.
• Lead the buildout of support capabilities including digital advisor/client-facing tools , call centers, chat-bots , and AI enabled support .
• Ensure third-party solutions meet State Street’s usability standards, branding guidelines, creating a best-in-class advisor and end
• client experience.
• Work with the team to execute a global support strategy that aligns with business objectives , regulatory requirements, and evolving client needs and State Street support capabilities.
• Champion the adoption of AI advanced analytics to automate workflows and optimize client and advisor experiences.
• Oversee and manage third-party product roadmaps, collaborating with external partners to ensure deliverables are aligned, on time, and within budget.
• Collaborate with the Operations, Product and Business Development teams to define requirements and ensure the support model is scalable, secure, and compliant.
• Draft documentation for internal processes as well as externally sharable knowledge and support FAQs that can be accessed and utilized by digital agents and human team members.
• Engage with clients, advisors, and partners to gather feedback, drive continuous improvement , and ensure an industry leading customer satisfaction score.
• Design and implement robust reporting mechanisms to proactively monitor program health, identify advisor pain points, and inform continuous improvement opportunities before issues escalate.
• Foster a culture of innovation, agility, and accountability within the service and support organization.

Requirements

• Undergraduate degree required ; graduate degree preferred.
• 12–15+ years of related experience, including 7–10+ years in leadership roles.
• Industry certifications (e.g., Series 7/24/63/79, CRCP, CPO, CFA) are strongly preferred.
• Demonstrated experience building and managing support models for wealth and custody products.
• Experience across domestic time zones required ; enabling a 24/7 support model for international coverage is preferred.

Benefits

• 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)
• eligibility for certain tax advantaged savings plans