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

State Street • Boston, MA

14d

About The Position

Wealth Custody and Clearing is seeking a visionary Customer Experience & Advisor Support Executive to lead the global strategy, buildout, and lifecycle management for our introducing broker-dealer and wealth custody service model. We are seeking a Managing Director with a passion for client-centric innovation across all touchpoints and interactions with State Street’s wealth services offerings. The ideal candidate excels at identifying opportunities to elevate the client experience, ensuring every aspect of our service delivers white-glove, consistent, and differentiated value. This leader will have a proven track record in driving strategies that prioritize automations, self-service, and blend digital with human-led support that ensures client needs are met across diverse wealth management offerings. This executive will be responsible for end-to-end ownership — including design, management, process creation, third-party integrations, and ongoing enhancement of all capabilities that advisors and their end-clients interface with. The ideal candidate will have deep experience in analytics, call centers, digital support, chat-bots, AI, and third-party integrations, with a proven track record of launching and scaling innovative wealth solutions across multiple markets. A strong background in leveraging AI to drive innovation and operational efficiency is essential. This role reports to the Head of Operations & Advisor Support for Wealth Custody and Clearing and will be based in Boston, MA, Dallas, TX, Austin, TX, Irvine, CA, Clifton, NJ or another strategic global location. As Wealth Custody and Clearing expands its global footprint, the Customer Experience & Advisor Support Executive will be the architect and owner of our service vision and roadmap. This leader will ensure the client experience delivers best-in-class service, supports seamless integration with third-party providers, and remains at the forefront of hybrid support leveraging AI. The role is critical to our ability to compete globally, deliver exceptional client experiences, and maintain operational and regulatory excellence.

Requirements

• Deep expertise in client & advisor support, service, and experience leveraging digital wealth platforms.
• Demonstrated experience with third-party integrations, API ecosystems, and fintech partnerships.
• Global perspective and experience managing products across multiple markets and regulatory environments.
• Strong background in advisor mediated environments including support for: introducing broker-dealers, registered investment advisors, private banks, family offices, etc.
• Proven ability to leverage AI and automation to drive workflow efficiency, and superior client outcomes.
• Strategic thinker with strong execution skills and the ability to lead cross-functional teams.
• Excellent communication and stakeholder management skills.
• Digital-forward mindset and passion for transforming the wealth management industry.
• Undergraduate degree required; graduate degree preferred.
• 12–15+ years of related experience, including 7–10+ years in leadership roles.

Nice To Haves

• 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

Responsibilities

• 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.

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

What This Job Offers

• Job Type: Full-time
• Career Level: Executive