layiq

/la·yiq/adjective

worthy; deserving; fitting; suitable.

A role, opportunity, or path that merits attention, time, and pursuit.

LAYIQ - Client Experience Manager, Vice President at State Street

Client Relationship Management
Act as a key member of the technology relationship team for PremierCTS clients within the region as pertains to their daily Production Support.
Build trusted partnerships with client technology and operational stakeholders and represent the voice of the client across technology organization's.
Lead technology service reviews, have oversight of onboarding activities and escalation management.
Ensure delivery of clear, accurate client-facing documentation, including incident summaries, service reviews and root cause analyses.
Operate a structured client feedback and insights approach, translating relationship intelligence, service trends and NPS feedback into clear actions and measurable improvements.
Major Incident Management & Escalation Leadership
Provide regional leadership and oversight during critical incidents, major outages and high-priority client escalations.
Collaborate within operational leaders and coordinate client impact assessment, recovery priorities and stakeholder engagement across incident-management, technology and business teams.
Approve and oversee timely client notifications, progress updates, closure notices and root cause communications.
Ensure material incidents and recurring issues are converted into owned corrective actions, preventive measures and long-term stability improvements.
Lead regional day-to-day PremierCTS operations and ensure consistent execution of service standards and controls.
Maintain resilient follow-the-sun coverage through effective resource planning, handovers and escalation arrangements.
Use operational and client-impact trends to identify risk, prioritise improvement and support service transformation.
Team Leadership & Talent Development
Lead and develop the regional PremierCTS team, setting clear objectives, service standards and accountability.
Build organisational capability through coaching, succession planning, cross-training and targeted development.
Align capacity and resources to client priorities, service risk and the requirements of the global follow-the-sun model.
Foster an inclusive, collaborative and client-focused culture that supports innovation, continuous improvement and delivery excellence.
Service Governance & Reporting
Own regional service governance, client commitments, operational controls and risk-management practices.
Define and review service levels, enterprise KPIs, client-experience measures and operational trends, providing clear insight to senior leadership.
Lead executive reporting, due diligence, audits, client reviews and transformation governance within the region.
Maintain a reliable source of truth for client engagement data, feedback, actions and performance measures.
Drive adoption of common governance, engagement and reporting standards across regions and teams.
Problem Management & Continuous Improvement
Sponsor root cause analysis and corrective-action programmes, ensuring clear ownership, governance and timely completion.
Use incident, service, client-feedback and NPS trends to identify recurring issues, prioritise interventions and deliver measurable improvement.
Partner with technology teams to advance preventive actions, automation and long-term stability.
Promote lessons learned, knowledge management and reuse of standard client-engagement content and artefacts.
Lead regional adoption of modern engagement tooling, including dashboards, portals, analytics and centralised content libraries.
Collaboration & Stakeholder Management
Partner with Technology, Client Service, Product, Operations and Risk leaders to deliver client, control and service outcomes.
Advise senior leadership on client health, service performance, operational risk, transformation progress and strategic priorities.
Translate the Technology Client Engagement transformation roadmap into coordinated plans, with clear milestones, owners and KPIs.
Represent the region in global PremierCTS and Technology Client Engagement forums, promoting consistency, scalability and shared best practice.

Education
Bachelor's degree in Information Technology, Computer Science, Business, Finance, or related discipline.
Advanced degree preferred.
Excellent verbal and written skills.
Experience
8+ years of progressive experience in technology operations, client service, production support, incident management, service governance or transformation.
3+ years of people-leadership experience, including coaching, performance management, capability development and resource planning.
Proven experience leading client-facing operational teams and managing senior stakeholders within a complex, global matrix organisation.
Strong experience defining KPIs, producing executive reporting and translating client, service and operational data into action.
Experience implementing or improving client-engagement tools, dashboards, analytics or content-management capabilities.
Financial services, market infrastructure, custody, investment management or comparable regulated-industry experience is preferred.
Key Skills
Senior client relationship management and executive communication
Major incident, escalation and problem-management leadership
Service governance, operational risk and control management
People leadership, coaching and organisational capability development
Transformation delivery and operating-model adoption
Client feedback, NPS and insight-led improvement
KPI design, data analysis and executive reporting
Process standardisation, engagement tooling and automation
Cross-functional influence and global collaboration
Sound judgement, resilience and delivery in ambiguous environments
Success Measures
Client satisfaction, NPS and relationship health
Major incident response and communication effectiveness
SLA, KPI and operational-control performance
Reduction in escalations, repeat incidents and outstanding corrective actions
Adoption of standard client-engagement processes, tools and content
Quality and timeliness of client insights and executive reporting
Service stability, operational efficiency and measurable transformation outcomes
Team engagement, capability development and retention

Client Experience Manager, Vice President

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