Client & Employee Experience – Platform Lead

Glenmede Trust Co•Philadelphia, PA

1d•Hybrid

About The Position

Glenmede is seeking an experienced Client & Employee Experience Platform Lead to drive the strategy, design and delivery of digital service experiences across our Private Wealth and Endowments & Foundations businesses. This role will focus on improving the end-to-end experiences for both wealth clients and internal employees, ensuring experiences are intuitive, compliant, scalable and aligned with business objectives. The ideal candidate brings deep experience in product management, process improvement and financial services, with a strong understanding of how technology, process and data intersect to deliver exceptional client and employee experiences.

Requirements

Bachelor’s degree (MBA or advanced degree preferred).
8+ years of product management experience, with significant experience in Private Wealth, Asset Management, or Financial Services.
Excellent communication, collaboration, and stakeholder management skills.
Proven, hands-on experience working directly with clients and overseeing the design, implementation, and support of client service technologies within a digital experience platform, ideally in Private Wealth.
Proven track record of delivering digital platforms that improve client and/or employee experiences.
Strong understanding of advisor workflows, client servicing models, and regulations.

Nice To Haves

Experience with CRM, client portals, advisor desktop platforms, or workflow automation tools.
Familiarity with data analytics, personalization, and AI-driven experience enhancements.
Experience in agile methodology.

Responsibilities

Define and own the vision and roadmap for client-facing and employee-facing experience platforms.
Align strategy with business goals and priorities, client needs, regulatory requirements and operational efficiency.
Identify opportunities to enhance digital, service, and advisor-led experiences across the client lifecycle (prospecting, onboarding, trading, servicing, reporting).
Lead discovery efforts to understand client and employee pain points through research, analytics and feedback.
Translate strategy into clear requirements and priorities.
Partner closely with the business, developers, vendors, legal, compliance and operations teams to deliver high-quality solutions.
Manage initiatives end-to-end from ideation through launch, adoption and continuous improvement.
Define success metrics and KPIs related to client satisfaction, employee efficiency, adoption and business outcomes.
Use data and insights to inform decisions and continuously optimize experiences.