Transformational Client Success Integration Director

2 weeks ago

London, Greater London, United Kingdom State Street Full time

State Street, a leading custodian bank, asset manager, and asset intelligence company, is seeking an experienced professional to lead our client-centric transformation. With over 200 years of history, we have helped our clients safeguard and steward investments for millions of people.

About the Role

We are looking for a skilled Transformational Client Success Integration Director to drive our multi-year strategic effort to enhance client centricity, commercial orientation, organizational effectiveness, and operating model for relationship management and client service functions.

The ideal candidate will oversee every aspect of the program, from conception to implementation, ensuring workstream implementation teams are created, project milestones are delivered, and implementation budgets are met. They will also be responsible for:

  • Transitioning our operating model from current state to future state with minimal impact on client net promoter scores;
  • Determining the client change operating model and identifying possible org design to deal with client changes consistently on a global basis;
  • Leading the solution to create an integrated technology solution between the Chief Commercial Office (Relationship Management & Client Service) and Global Delivery functions;
  • Acting as an ultimate arbiter of IT tool options made available by various stakeholder groups for a 'fit for purpose' solution;
  • Working with GHR and Internal Communications to ensure a plan is in place to support employees through the transition and improve engagement pre and post the change impact from the program;
Requirements

To be successful in this role, you will need:

  • 15+ years of experience running and transforming large-scale business organizations, particularly distribution functions, commercial offices, and client-facing support functions;
  • Demonstrated success and overall accountability for running strategic initiatives and meeting or exceeding corporate business objectives;
  • Experience successfully building and leading high-performing Customer Success functions;
  • Ability to drive operational rigor and financial metrics with your team;
  • Strong executive-level relationships with customer business leaders;
  • Experience integrating with other commercial functions in developing and implementing account strategies and customer success plans;
  • Reputation as a strong collaborator, communicator, and influencer, able to positively work across a global organization.
What We Offer

We offer a competitive salary range of $250,000 - $350,000 per annum, depending on experience, plus a comprehensive benefits package, including medical care, insurance, and savings plans. You will also have access to flexible Work Programs to help you match your needs and opportunities for professional growth and development.

About Us

At State Street, we value diversity, inclusion, and social responsibility. We believe that our employees' diverse backgrounds, experiences, and perspectives are a powerful contributor to creating an inclusive environment where everyone can thrive. We are an equal opportunity and affirmative action employer and welcome candidates of diverse origin, background, ability, age, sexual orientation, gender identity, and personality.

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