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About the Role

The Vice President of Client Strategy & Experience will be responsible for shaping, advancing, and operationalizing the organization’s client experience strategy within Morgan Stanley Family Office. This role will help define how the organization engages, serves, retains, and grows client relationships across the full client lifecycle by combining strategic planning, data-driven insights, and cross-functional partnership.

Responsibilities

Help define and evolve the long-term vision for client strategy and experience across the organization.
Develop operational plans, frameworks, and initiatives that support client engagement, satisfaction, retention, and growth.
Translate business priorities and client expectations into clear experience goals, success measures, and execution roadmaps.
Identify opportunities to enhance the organization’s client interaction model and relationship management approach.
Partner with senior stakeholders to ensure client experience priorities are aligned with broader business strategy.
Establish and monitor key performance indicators related to client satisfaction, engagement, retention, service quality, and relationship growth.
Analyze client feedback, behavioral trends, service data, and satisfaction metrics to identify opportunities for improvement.
Develop insights and reporting that help leadership understand the health of the client experience.
Use data to prioritize initiatives, measure impact, and inform strategic decision-making.
Identify emerging patterns, risks, and opportunities across client segments, touchpoints, and channels.
Partner closely with sales, marketing, product, operations, client service, and other internal teams to align priorities around client satisfaction and relationship growth.
Serve as a connector across functions to ensure client experience initiatives are coordinated and effectively executed.
Influence stakeholders without direct authority by building consensus around client-centered goals.
Support change management efforts related to new client experience processes, tools, and engagement models.
Promote consistent standards, messaging, and service practices across client-facing and support teams.

Requirements

Exceptional organizational and interpersonal skills.
Relationship building skills.
Ability to multitask and prioritize requests.
Ability to collaborate with senior leadership in various groups across the Firm.
A track record of success.
Demonstrated ability to exercise good judgment and discretion.

Skills

Client engagement
Relationship management
Analytics
Change execution
Strategic planning
Data-driven insights
Cross-functional partnership
Project management
Team working
Written communication
Verbal communication

Location

42 countries

Work Type

Full-time

Experience Level

5+ years’ experience in financial services, wealth management and/or marketing/business strategy & management and/or other related fields

Education Level

Bachelor’s degree in business or related field is required

Salary/Compensations

Expected base pay rates for the role will be between $110,000 and $190,000 per year

Benefits

Attractive and comprehensive employee benefits and perks in the industry
Commission earnings
Incentive compensation
Discretionary bonuses
Other short and long-term incentive packages
Morgan Stanley sponsored benefit programs

About the Company

Morgan Stanley Family Office (MSFO) within Private Wealth Management is responsible for delivering solutions to Family Office clients across administration, investment management, and specialized service needs.
MSFO is a critical partner to the Firm’s top advisors and clients, and works heavily with the Global Investment Office (GIO) and Institutional Securities Group (ISG).
At Morgan Stanley, we raise, manage and allocate capital for our clients – helping them reach their goals.
We have been doing it in a way that’s differentiated for 90 years.
Our values - putting clients first, doing the right thing, leading with exceptional ideas, committing to diversity and inclusion, and giving back - 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.

Equal Opportunity

Morgan Stanley is an equal opportunity employer committed to building and maintaining a workforce that is diverse in experience and background.
Our recruiting efforts reflect our strong commitment to a culture of inclusion, where individuals are hired, developed, and advanced based on their skills and talents.
Our workforce reflects a broad cross-section of the global communities in which we operate, bringing a variety of backgrounds, talents, perspectives, and experiences.