Digital Client Experience (CX) Lead - Wealth Management

Northern Trust • Chicago, IL

1d • $114,500 - $194,700 • Hybrid

About The Position

The Senior Lead of Digital Client Experience (CX) leads the design, execution, and continuous improvement of the firm’s digital client experience strategy across all touchpoints — from initial engagement through long-term relationship management. The Digital Cx lead ensures that every digital interaction with clients, advisors, and partners reflects the firm’s brand promise, drives trust and loyalty, and contributes to client growth and retention. The role requires deep understanding of high-net-worth (HNW) and ultra-high-net-worth (UHNW) client expectations, the wealth management value chain, and the interplay between digital, human, and advisory experiences. This role functions in a Hub + Spoke model following the best practices set at the Hub.

Requirements

• Bachelor’s degree in business, Marketing, Finance, or related field; MBA or advanced degree preferred.
• 10+ years of experience in customer experience, client strategy, or related disciplines within financial services, preferably wealth or asset management.
• Proven experience leading CX transformation initiatives with measurable business impact.
• Strong understanding of wealth management client segments, advisory models, and regulatory environment.
• Strategic thinker with strong analytical and problem-solving skills.
• Exceptional communication and stakeholder management skills.
• Ability to translate data and insights into clear, actionable strategies.
• Proficiency with CRM and CX platforms (e.g., Salesforce, Qualtrics, Medallia).
• Leadership presence with ability to influence senior stakeholders and inspire teams.
• Applicants must be authorized to work in the U.S. without the need for employment-based visa sponsorship now or in the future. Northern Trust will not sponsor applicants for U.S. work visa status for this opportunity (no sponsorship is available for H-1B, L-1, TN, O-1, E-3, H-1B1, F-1, J-1, OPT, CPT or any other employment-based visa).

Responsibilities

• Align and action the Wealth Management’s end-to-end CX vision and roadmap, connected to One Northern Trust strategic business goals and client segments.
• Partner with WM executive leadership to embed client-centric principles across all departments (Advisory, Operations, Marketing, Technology, Compliance, etc.).
• Define CX success metrics (e.g., OSAT, CSAT, CES, retention, referral rates, client lifetime value) and lead continuous improvement initiatives.
• Champion a client-first culture, serving as the internal advocate for clients and advisors alike.
• Map and analyze client and advisor journeys to identify friction points and opportunities for differentiation.
• Collaborate with technology and operations teams to digitize and streamline onboarding, account servicing, and reporting processes.
• Introduce personalization strategies based on client data, behavioral insights, and wealth goals to drive Product Lead Growth.
• Ensure consistency and excellence in both digital and human touchpoints.
• Evolve and manage VoC programs (surveys, interviews, focus groups, advisor feedback loops).
• Translate insights into actionable improvements that enhance client satisfaction, trust, and advocacy.
• Present regular CX performance updates and insights to senior leadership and the Board.
• Lead cross-functional teams to implement CX initiatives, balancing innovation with regulatory and compliance considerations.
• Develop training and enablement programs for advisors and client-facing teams to elevate service quality and empathy.
• Partner with Marketing and Communications to ensure consistent messaging and tone across all client communications.
• Collaborate with Technology Leadership or Head of Digital to leverage CRM, AI, and analytics tools that enhance the client experience.
• Identify and evaluate CX-related technologies (e.g., sentiment analysis, personalization engines, client portals).
• Drive adoption of digital tools that enhance advisor productivity and client transparency.

Benefits

• retirement benefits (401k and pension)
• health and welfare benefits (medical, dental, vision, spending accounts and disability)
• paid time off
• parental and caregiver leave
• life & accident insurance
• other voluntary and well-being benefits
• discretionary bonus program that may include an equity component

What This Job Offers

• Job Type: Full-time
• Career Level: Senior