The Deposits and Cash Management Team designs, delivers, and maintains products and services across Morgan Stanley, Digital Direct, and MS@Work platforms to help clients manage their cash needs: transactional cash (e.g., CashPlus Brokerage, Bank Checking, Bank Deposit Program), cash saved for a specific purpose (e.g., Preferred Savings Program, Bank Savings), cash as part of a strategic portfolio allocation (e.g., Certificates of Deposit). The team also oversees banking services that support deposit products and cash management (e.g., debit cards, check writing).

Morgan Stanley is building out an industry-leading deposits and cash management offering, that capitalizes on the acquisitions of E*TRADE and Shareworks. We are seeking a talented and motivated individual to join the Cash Management Team to launch a new Client Experience (CEX) Program. The objective of the CEX program is to unlock transformational deposit growth, starting with transactional deposits on the Morgan Stanley platform, by enhancing overall Field (e.g., Financial Advisors, Service Professionals) and Client satisfaction.

A key component of the program is to deliver a methodical and holistic approach to collecting, consolidating, analyzing, prioritizing, and addressing feedback from existing listening posts and integrating new listening posts into key experiences. This is a critical role to ensure efficient deployment of budget and resources to unlock growth.

The ideal candidate is passionate about delivering the best products and experiences possible. This is an opportunity to join an entrepreneurial team, focused on innovation and building out a next generation cash management offering. The team collaborates with cross functional partners in Legal, Risk, Compliance, Sales, Marketing, Operations & Technology to discover, develop, build, enhance, and grow cash management products & services. This role encourages collaboration and is perfect for a team player interested in learning and growing with the firm.

Day-in-the-life of a Client Experience Program Associate could include (but not limited to):

• Consolidate and analyze feedback across existing listening posts (e.g., Complaints, App Store Reviews)
• Launch new listening posts (e.g., digital surveys post completion of key tasks)
• Establish and maintain a framework to capture pain points and opportunities, including ability to quantify volumes across channels
• Identify data-driven opportunities for improvement, including journey mapping on “moments of truth” in the client experience
• Partner with product managers across the Deposits and Cash Management team and key stakeholders (e.g., legal, compliance, operations) on analysis and solutioning
• Provide product support on inquiries delivering a white-glove experience