Global Client Experience, Vice President

Morgan Stanley Investment Management (MSIM) is one of the largest global asset management organizations of any full-service securities firm, with more than 40 years of history, a presence in twenty-four countries, and a total of $1.7 trillion in assets under management as of December 31, 2024. MSIM strives to provide outstanding long-term investment performance, service, and a comprehensive suite of investment management solutions to a diverse client base, which includes governments, institutions, corporations, and individuals worldwide.

Position Summary

The Global Client Experience Team is seeking Vice President with 10+ years of experience to lead strategic initiatives that enhance and strengthen the client experience across Morgan Stanley's global platform. This individual will play a critical role in driving execution excellence, fostering collaboration across business lines, and ensuring that every initiative reflects the firm's core value of putting the client first.

This position is based in the Morgan Stanley Boston office and reports to a London-based Executive Director within Global Client Relationship Management, with a dotted line to the Managing Directors of Global Client Relationship Management (GCRM) and Client Account Services (CAS). The role involves close collaboration with senior leaders across Technology, Investments, Operations, and Sales. The ideal candidate is a delivery-focused leader with a proven track record of guiding transformational programs from strategy through execution in a dynamic environment.

Key Responsibilities

• Lead and oversee complex, cross-functional programs that support the firm's global client experience strategy, ensuring alignment with organizational goals and timely execution.
• Serve as a driver of process improvement and delivery discipline, maintaining focus on quality, consistency, and seamless execution across teams.
• Develop and own executive dashboards and performance reports that provide visibility into program health, progress, risks, and outcomes.
• Partner with senior management to lead executive steering committees and integrated workstreams, facilitating effective governance and decision-making.
• Act as a leader of transformational initiatives, driving innovation and continuous improvement across client engagement and servicing functions.
• Build and maintain strategic internal relationships across functions and geographies to strengthen collaboration and communication.
• Proactively identify and resolve bottlenecks, ensuring consistent program delivery and alignment with strategic objectives.
• Provide regular, data-driven updates and recommendations to leadership and stakeholders.
• Lead and mentor direct reports, fostering a high-performance culture and supporting professional development.

Qualifications and Competencies

• Bachelor's degree required; advanced degree preferred.
• 7-10 years of experience leading programs, initiatives, or large-scale transformations within a complex, global organization.
• Demonstrated ability to influence and engage senior executives and lead through collaboration in a matrixed environment.
• Proven experience in program management, process optimization, and operational excellence.
• Strong data-driven mindset, with the ability to design, build, and interpret dashboards to support business insights and decision-making.
• Exceptional communication, presentation, and stakeholder management skills, with a strong executive presence.
• Advanced proficiency in Microsoft Office suite; experience with analytics or visualization tools such as Tableau or Power BI preferred.
• Highly organized, adaptable, and capable of managing multiple priorities in a fast-paced environment.
• Experience in financial services, especially in Institutional client service, relationship management, or client experience roles, is desirable.
• Relevant certifications such as PMP, Agile, or Lean Six Sigma are advantageous.

WHAT YOU CAN EXPECT FROM MORGAN STANLEY:

We are committed to maintaining the first-class service and high standard of excellence that have defined Morgan Stanley for over 89 years. Our values - putting clients first, doing the right thing, leading with exceptional ideas, committing to diversity and inclusion, and giving back - aren't just beliefs, they guide the decisions we make every day to do what's best for our clients, communities and more than 80,000 employees in 1,200 offices across 42 countries. At Morgan Stanley, you'll find an opportunity to work alongside the best and the brightest, in an environment where you are supported and empowered. Our teams are relentless collaborators and creative thinkers, fueled by their diverse backgrounds and experiences. We are proud to support our employees and their families at every point along their work-life journey, offering some of the most attractive and comprehensive employee benefits and perks in the industry. There's also ample opportunity to move about the business for those who show passion and grit in their work.

To learn more about our offices across the globe, please copy and paste https://www.morganstanley.com/about-us/global-offices into your browser.

Expected base pay rates for the role will be between $150,000 and $175,000 per year at the commencement of employment. However, base pay if hired will be determined on an individualized basis and is only part of the total compensation package, which, depending on the position, may also include commission earnings, incentive compensation, discretionary bonuses, other short and long-term incentive packages, and other Morgan Stanley sponsored benefit programs.

Morgan Stanley's goal is to build and maintain a workforce that is diverse in experience and background but uniform in reflecting our standards of integrity and excellence. Consequently, our recruiting efforts reflect our desire to attract and retain the best and brightest from all talent pools. We want to be the first choice for prospective employees.

It is the policy of the Firm to ensure equal employment opportunity without discrimination or harassment on the basis of race, color, religion, creed, age, sex, sex stereotype, gender, gender identity or expression, transgender, sexual orientation, national origin, citizenship, disability, marital and civil partnership/union status, pregnancy, veteran or military service status, genetic information, or any other characteristic protected by law.

Morgan Stanley is an equal opportunity employer committed to diversifying its workforce (M/F/Disability/Vet).

Client-provided location(s): Boston, MA

Job ID: Morgan-JR024513

Employment Type: FULL_TIME

Posted: 2025-11-20T18:36:37