Director Of Client Experience Jobs in USA with Visa Sponsorship
Director of Client Experience roles attract H-1B visa and O-1 visa sponsorship from mid-size and enterprise companies. Employers typically require a bachelor's degree in business, communications, or a related field, with demonstrated leadership in customer success or service operations. For detailed occupation requirements, see the O*NET profile.
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Get Access To All JobsINTRODUCTION
The Vice President, PremierCTS is a senior client-facing technology leader responsible for regional delivery of high-touch support, production issue management, service governance and client engagement for strategically important clients. The role provides executive oversight of client-impacting technology issues and is accountable for operational excellence, proactive communication, client experience and consistent execution of the PremierCTS service model.
Leading Client Technology Managers and operational resources within a global follow-the-sun model, the Vice President drives service quality, major incident response, problem management, client satisfaction and strategic technology partnership across assigned portfolios. The role also translates the Technology Client Engagement strategy into regional execution by strengthening client insights, standardising engagement practices, modernising tools and reporting, and embedding scalable processes that deliver measurable service and client outcomes.
Key Responsibilities
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.
QUALIFICATIONS
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
Salary Range:
$110,000 - $207,500 Annual
The range quoted above applies to the role in the primary location specified. If the candidate would ultimately work outside of the primary location above, the applicable range could differ.
Employees are eligible to participate in State Street’s comprehensive benefits program, which includes: our 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); and, eligibility for certain tax advantaged savings plans.
About State Street
Across the globe, institutional investors rely on us to help them manage risk, respond to challenges, and drive performance and profitability. We keep our clients at the heart of everything we do, and smart, engaged employees are essential to our continued success.
We are committed to fostering an environment where every employee feels valued and empowered to reach their full potential. As an essential partner in our shared success, you’ll benefit from inclusive development opportunities, flexible work-life support, paid volunteer days, and vibrant employee networks that keep you connected to what matters most. Join us in shaping the future.
As an Equal Opportunity Employer, we consider all qualified applicants for all positions without regard to race, creed, color, religion, national origin, ancestry, ethnicity, age, disability, genetic information, sex, sexual orientation, gender identity or expression, citizenship, marital status, domestic partnership or civil union status, familial status, military and veteran status, and other characteristics protected by applicable law.
Job Application Disclosure:
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
INTRODUCTION
The Vice President, PremierCTS is a senior client-facing technology leader responsible for regional delivery of high-touch support, production issue management, service governance and client engagement for strategically important clients. The role provides executive oversight of client-impacting technology issues and is accountable for operational excellence, proactive communication, client experience and consistent execution of the PremierCTS service model.
Leading Client Technology Managers and operational resources within a global follow-the-sun model, the Vice President drives service quality, major incident response, problem management, client satisfaction and strategic technology partnership across assigned portfolios. The role also translates the Technology Client Engagement strategy into regional execution by strengthening client insights, standardising engagement practices, modernising tools and reporting, and embedding scalable processes that deliver measurable service and client outcomes.
Key Responsibilities
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.
QUALIFICATIONS
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
Salary Range:
$110,000 - $207,500 Annual
The range quoted above applies to the role in the primary location specified. If the candidate would ultimately work outside of the primary location above, the applicable range could differ.
Employees are eligible to participate in State Street’s comprehensive benefits program, which includes: our 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); and, eligibility for certain tax advantaged savings plans.
About State Street
Across the globe, institutional investors rely on us to help them manage risk, respond to challenges, and drive performance and profitability. We keep our clients at the heart of everything we do, and smart, engaged employees are essential to our continued success.
We are committed to fostering an environment where every employee feels valued and empowered to reach their full potential. As an essential partner in our shared success, you’ll benefit from inclusive development opportunities, flexible work-life support, paid volunteer days, and vibrant employee networks that keep you connected to what matters most. Join us in shaping the future.
As an Equal Opportunity Employer, we consider all qualified applicants for all positions without regard to race, creed, color, religion, national origin, ancestry, ethnicity, age, disability, genetic information, sex, sexual orientation, gender identity or expression, citizenship, marital status, domestic partnership or civil union status, familial status, military and veteran status, and other characteristics protected by applicable law.
Job Application Disclosure:
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
See all 1,268+ Director Of Client Experience Jobs
Sign up for free to unlock all listings, filter by visa type, and get alerts for new Director Of Client Experience roles.
Get Access To All JobsTips for Finding Director Of Client Experience Jobs
Frame your degree as a direct qualification
H-1B sponsorship for this role requires a specialty occupation showing a direct connection between your degree field and the position. Highlight coursework in business administration, organizational behavior, or communications to strengthen that link.
Target companies with dedicated CX functions
Enterprise SaaS, financial services, and healthcare technology companies are most likely to sponsor visas for this role. These industries have established immigration programs and regularly file H-1B petitions for senior client-facing leadership positions.
Lead with measurable outcomes in your application
Sponsoring employers want evidence of business impact, not just tenure. Quantify retention improvements, NPS gains, and team growth to demonstrate the specialized value that justifies the cost and effort of visa sponsorship for your candidacy.
Understand the LCA wage requirement before negotiating
Your employer must file a Labor Condition Application certifying your compensation meets the prevailing wage for the role and location. Research DOL prevailing wage levels for Director-level positions in your target city before entering any offer negotiation.
O-1A is a realistic alternative if H-1B selection fails
Directors with speaking engagements, published thought leadership, industry awards, or recognized contributions to CX strategy may qualify for the O-1A extraordinary ability visa, which has no lottery and no annual cap.
Engage HR and legal early in the process
Many companies will sponsor but lack an established process for Director-level hires. Raising visa requirements during initial screening rather than after an offer prevents late-stage complications and signals that you understand how sponsorship works operationally.
Frequently Asked Questions
Can a Director of Client Experience role qualify for H-1B sponsorship?
Yes, but the job description matters significantly. The role must qualify as a specialty occupation requiring a bachelor's degree or higher in a specific field such as business administration, communications, or a related discipline. Generic director titles with broad, non-degree-specific requirements can face USCIS scrutiny, so the employer's petition needs to clearly articulate the specialized knowledge the position demands.
What degree do I need for an employer to sponsor my H-1B in this role?
Most H-1B visa petitions for Director of Client Experience positions are supported by degrees in business administration, marketing, communications, psychology, or management. The degree field must connect logically to the duties described in the job. If your degree is in an unrelated field, documented work experience and a strong employer attestation can sometimes bridge the gap, though approval is less predictable.
How do I find Director of Client Experience jobs that offer visa sponsorship?
Migrate Mate lists verified sponsorship-open roles specifically for international candidates, including Director of Client Experience positions at companies with established H-1B filing histories. Filtering by sponsorship willingness upfront saves considerable time compared to applying broadly and discovering late that an employer won't support the process.
Is the O-1A visa a realistic path for someone in a senior CX leadership role?
It can be, particularly for candidates with a strong public profile in the CX field. Published articles, keynote speaking appearances, industry award recognition, membership on CX advisory boards, or a high compensation level relative to peers are all criteria USCIS weighs. You need to satisfy at least three of the regulatory criteria, and a strong body of evidence matters more than checking boxes minimally.
Do employers commonly sponsor visas for Director-level client experience roles, or is sponsorship rare?
Sponsorship at the Director level is less common than at individual contributor levels but more available than many candidates assume. Companies in SaaS, fintech, and enterprise technology sponsor regularly for senior CX hires when the candidate is strong. The most reliable signal is checking a company's public H-1B filing history through Department of Labor disclosure data before investing time in their process.
What is the prevailing wage requirement for sponsored Director Of Client Experience jobs?
U.S. employers sponsoring a visa must pay at least the prevailing wage, which is what workers in the same role, area, and experience level typically earn. The Department of Labor sets this rate to make sure companies aren't hiring foreign workers simply because they'd accept lower pay than a U.S. worker. It varies by job title, location, and experience. You can look up current prevailing wage rates for any occupation and location using the OFLC Wage Search page.