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Lead Experience Researcher, Wealth Services, Vice President

State Street -
London

Apply Now

Job details

Full-time

Qualifications

Financial services
AI
Communication skills

Full job description

About the role

We are building Experience Research as a strategic capability within the organisation and are looking for an experienced researcher to become the research lead for our Wealth Services business.

You will help teams make better decisions by bringing a deep understanding of the needs of client, advisor, and operations staff into product and business conversations. Working closely with cross-functional stakeholders, you will ensure important decisions are grounded in evidence rather than assumptions.

You will be expected not only to answer questions, but also to identify the questions that matter most.

While most of your time will focus on Wealth Services, you will also help strengthen the foundations of the Experience Research practice through standards, governance, and scalable ways of working.

This is a senior individual contributor role requiring strong research expertise, autonomy, and the ability to build credibility through insight, partnership, and delivery.

What you'll do

· Lead end-to-end research across the wealth management lifecycle, including client acquisition, onboarding, financial planning, investment management, advisor interactions, retirement planning, and mid- to back-office operations

· Develop a deep understanding of client, advisor, and operations staff experiences

· Generate evidence and insight to inform product, service, and business decisions

· Identify unmet needs, pain points, risks, and opportunities across customer and employee journeys

· Translate findings into clear, actionable recommendations that improve trust, engagement, digital experiences, and business outcomes

· Partner with product, design, engineering, and business stakeholders to shape priorities and challenge assumptions

· Contribute to research standards, governance, and other foundational elements of the Experience Research practice

· Champion ethical and responsible research practices appropriate for a regulated environment

Impact you'll have

· Research informs key product and business decisions across Wealth Services

· Stakeholders engage research earlier when defining problems and opportunities

· Teams develop a deeper understanding of client, advisor, and employee needs

· Research findings lead to measurable improvements in experiences, products, services, or ways of working

· Research standards and ways of working are adopted across teams and projects

What we value

Skills and attributes that will help you succeed in this role:

· Curious and evidence-driven, motivated by influencing decisions and outcomes

· Comfortable navigating ambiguity and leading research independently

· Strong business awareness and sound judgement, balancing user needs, business goals, and organisational constraints

· Pragmatic about where research creates value

· Confident challenging assumptions with evidence

· Excellent synthesis, storytelling, communication, and facilitation skills

· Interest in emerging technologies, including Agentic AI and Generative AI, and their impact on user experiences within financial services

Experience & preferred qualifications

· Significant experience conducting user, customer, product, service, or experience research in complex organisations

· Experience working within financial services or another regulated industry

· Experience conducting research for complex financial, enterprise, or data-intensive applications is a plus

Nice to have

· Familiarity with research governance, ethics, compliance, and risk requirements

· Exposure to service design, journey research, or experience strategy

· Experience using AI-enabled research tools responsibly

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.

Discover more information on jobs at StateStreet.com/careers

Read our CEO Statement

Apply Now

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