Home Loans – Platforms & Client Experience - Executive Director

Morgan Stanley is a global financial services firm that conducts its business through three principal business segments — Institutional Securities, Wealth Management, and Asset Management. Wealth Management provides comprehensive financial advice and services to its clients, including brokerage, investment advisory, financial and wealth planning, credit & lending, deposits & cash management, annuities, insurance, retirement, and trust services. Morgan Stanley Private Bank, National Association ("MSPBNA") offers banking and credit products and services, including securities-based lending, mortgage loans, and home equity lines of credit, primarily to Morgan Stanley Wealth Management's high net worth clients. The Home Loans business is a key element of the Global Wealth Management strategy, and Morgan Stanley continues to make considerable investments in this business in terms of technology, processes, and personnel. MSPBNA is seeking an Executive Director to lead the strategy, design, and delivery of Home Loans' digital tools and platform, with a focus on redesigning the online client experience. This role sits within the Home Loans Product Development and Client Experience Group and will work closely with Home Loans management, the Digital team, Technology, and external partners to manage a pipeline of technology initiatives critical to the growth of the business and to delivering exemplary client experience.

Responsibilities: Lead the strategy, design, and end-to-end delivery of Home Loans' digital tools and platform, from inception through implementation Own the redesign of the online client experience, translating client, Advisor, and Sales feedback into a clear digital product roadmap Drive analysis and recommendations based on data, client and Advisor input, Sales feedback, and Legal / Compliance / Risk guidance Lead cross-functional working groups to evaluate current digital processes and design new solutions that improve performance and the client experience Partner closely with the Digital and Technology teams on tech deliverables, priorities, and roadmap sequencing Contribute to budget requests and the tech roadmap as they relate to successful implementation of new digital products and platform enhancements Develop relationships with key stakeholders to ensure collaboration, alignment, and agreement on all digital initiatives Establish clear, measurable goals and performance targets for digital initiatives, incorporating them into management dashboards, scorecards, and reporting Design and execute communication and implementation plans to gain leadership, team, Legal, Compliance, and other stakeholder buy-in for platform changes Work with members of Home Loans to create communications and training materials supporting the rollout of new digital tools and platform capabilities Communicate with senior leadership on product, project, and platform updates Manage a team, providing support and guidance toward achieving shared business objectives Stay abreast of industry trends in digital mortgage and client experience, and their impact on the business Required Experience: 10–15 years of professional experience in mortgage product management, digital product/platform delivery, or related change management roles Working experience in Consumer Banking, Mortgage, Wealth Management, and/or top-tier consulting firms is a plus Demonstrated success leading cross-functional, strategic initiatives, including digital platform or online experience redesign efforts Experience helping organizations plan and manage change to meet strategic goals BA/BS required Skills/Abilities: Self-motivated, autonomous, and highly accountable for outcomes Experience managing a team Experience with digital product development, product management, and platform delivery Demonstrates project management best practices and is able to coach others toward the same Exercises appropriate judgment on when to escalate issues and engage partners