We are seeking a highly talented and motivated leader to join the Morgan Stanley Wealth Management Platforms and Digital Direct team. Our team defines the strategy for Digital Client Support to deliver an integrated, personalized client experience. We need a thought leader who is passionate about leveraging data and technology, including application of AI to deliver the best client experience and business efficiencies. This role is critical to the success of Digital Transformation and Strategy at Morgan Stanley.

RESPONSIBILITIES

-Roadmap Development & Management: Build and maintain prioritized product backlog and roadmap for Virtual Assistant (VA) strategy implementation - partner closely with key stakeholders, including the VA platform, technology, service, UX, Legal, Risk, compliance, Data and Digital Product teams to align on impact and delivery timelines.

-Disciplined Product Management: Lead the product development life cycle, including problem definition, solution discovery to leverage the right data and technology, and post launch results optimization. Data driven approach to decisions informed by usage, client feedback, competitive and business intelligence.

-Strategic Prioritization: Priorities management with a sound metrics driven framework for a balanced approach to trade-offs between value add and resource investment.

-Stakeholder management: Collaborate with stakeholders from business, technology, UX, customer service, and legal & compliance to elicit requirements.

-Risk Management: Identify potential risk and issues that may impact roadmap delivery and develop mitigation strategies to address them proactively.

-Success Metrics Tracking & Reporting: Ownership of Key Performance Indicators (KPIs) for continuous optimization of client service and support.

-Business Reviews: Orchestrate business reviews and update forums for the VA progress and delivery. Responsible for planning, material creation, preparation, execution, and follow through of discussion items.

QUALIFICATIONS

-5+ years of experience with digital platforms and solutions

-AI and Machine learning experience: understanding of AI technologies, natural language processing (NLP) and machine learning algorithms used in chatbots.

-Preferred experience: with Kore.ai or related Conversational AI platform, OpenAI technology, LangChain frameworks, Natural Language Understanding, Knowledge Graphs, and LLM concepts

-Data Science knowledge: Grasp of data analysis to improve chatbot performance.

-Chatbot and virtual assistance expertise: understanding of chatbot technologies, user experience design for conversational interfaces, and best practices in virtual assistance.

-Customer service insights: deep familiarity with customer service processes and how chatbots can enhance customer support.

-Exceptional communication and relationship building skills: ability to interact at multiple levels of the organization and tailor messaging appropriately. Strong presentation and PowerPoint skills.

Expected base pay rates for the role will be between $110,000 and $185,000 per year at the commencement of employment. However, base pay if hired will be determined on an individualized basis and is only part of the total compensation package, which, depending on the position, may also include commission earnings, incentive compensation, discretionary bonuses, other short and long-term incentive packages, and other Morgan Stanley sponsored benefit programs.

Morgan Stanley's goal is to build and maintain a workforce that is diverse in experience and background but uniform in reflecting our standards of integrity and excellence. Consequently, our recruiting efforts reflect our desire to attract and retain the best and brightest from all talent pools. We want to be the first choice for prospective employees.

It is the policy of the Firm to ensure equal employment opportunity without discrimination or harassment on the basis of race, color, religion, creed, age, sex, sex stereotype, gender, gender identity or expression, transgender, sexual orientation, national origin, citizenship, disability, marital and civil partnership/union status, pregnancy, veteran or military service status, genetic information, or any other characteristic protected by law.

Morgan Stanley is an equal opportunity employer committed to diversifying its workforce (M/F/Disability/Vet).