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

Client & Commercial Leadership

• Extensive experience in client engagement, relationship management, and service-led or technology-enabled business models within financial services
• Proven ability to act as a senior client executive, building trusted advisor relationships with C-suite stakeholders
• Strong track record of leading complex deal cycles, influencing outcomes, and navigating multi-stakeholder environments
• Deep understanding of client lifecycle management, including onboarding, expansion, and long-term relationship governance
• Executive presence with the ability to influence across business, technology, and client stakeholders

Technology & Digital Expertise

• Strong understanding of enterprise technology solutions relevant to financial services (e.g., cloud, data platforms, cybersecurity, and digital transformation solutions)
• Experience partnering with technology, architecture, and engineering teams to shape client solutions and drive technical credibility in sales engagements
• Familiarity with modern sales and engagement tooling (e.g., CRM platforms, client portals, analytics dashboards, AI-enabled RFP/RFI tools)
• Ability to translate complex technical capabilities into clear client value propositions and commercial outcomes
• Data-driven mindset with experience leveraging analytics, dashboards, and client insights to inform engagement strategy and prioritization
• Knowledge of solutioning, due diligence, and technical assessment processes for large-scale deals and managed services
• Experience driving digital adoption and tooling standardization across distributed client-facing organizations

Transformation & Operating Model Leadership

• Demonstrated leadership in driving large-scale, multi-year transformation across complex, client-facing organizations
• Proven success in operating model simplification, centralization, and organizational redesign at enterprise scale
• Experience establishing governance frameworks, KPIs, and performance measurement to track transformation outcomes
• Strong ability to lead through ambiguity while delivering structured, phased transformation (diagnose, design, build, scale)
• Track record of embedding sustainable change, improving client experience, and delivering measurable business impact

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

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 U.S. jobs at StateStreet.com/careers Read our CEO Statement

Salary Range:

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