Client Strategy & Experience - Vice President

About the role

The 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).

Role and Responsibilities

Within Morgan Stanley Family Office, the Vice President of Client Strategy & Experience will be responsible for shaping, advancing, and operationalizing the organization's client experience strategy. This role will help define how the organization engages, serves, retains, and grows client relationships across the full client lifecycle. The VP will combine strategic planning, data-driven insights, and cross-functional partnership to deliver a differentiated, consistent, and client-centered experience.

This individual will serve as a key partner to leadership and internal teams, ensuring that client needs, feedback, and expectations are translated into actionable strategies, measurable improvements, and scalable operating practices. The ideal candidate will bring a strong understanding of client engagement, relationship management, analytics, and change execution, with the ability to influence across teams and levels.

Key responsibilities include

Client Strategy Development

• 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.

Data Analysis and Insights

• 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.

Cross-Functional Collaboration

• 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.

Qualifications

• This role requires exceptional organizational and interpersonal skills, as well as relationship building skills.
• The candidate should demonstrate an ability to multitask and prioritize requests.
• The role is fast-paced and demanding, and requires collaboration with senior leadership in various groups across the Firm.

• 5+ years' experience in financial services, wealth management and/or marketing/business strategy & management and/or other related fields
• Bachelor's degree in business or related field is required
• Exceptional project and interpersonal skills
• Outstanding team working, relationship building, and cross-collaboration skills
• Excellent organization and prioritization skills
• High level of attention to detail, with excellent written and verbal communication skills
• A track record of success and a demonstrated ability to exercise good judgment and discretion

What You Can Expect from Morgan Stanley

At Morgan Stanley, we raise, manage and allocate capital for our clients - helping them reach their goals. We do it in a way that's differentiated - and we've done that for 90 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.

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Pay and benefits

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

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Our workforce reflects a broad cross-section of the global communities in which we operate, bringing a variety of backgrounds, talents, perspectives, and experiences.