Digital Client Experience (CX) Lead - Wealth Management

About Northern Trust

As a global leader in innovative wealth management, asset servicing, asset management and banking services, Northern Trust (Nasdaq: NTRS) is proud to guide the world’s most successful individuals, families, corporations and institutions.

Since 1889, we have aligned our efforts with our three guiding Principles That Endure: Service, Expertise, and Integrity. Together, they reflect the three cornerstones of business conduct which we strive to instill in our employees, whom we call partners, and to provide to our clients and the communities we serve worldwide.

With more than 135 years of financial experience and over 24,000 partners, we serve the world’s most sophisticated clients using leading technology and exceptional service.

Digital Client Experience (CX) Lead – Wealth Management

Position Summary:

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. 

Key Responsibilities:

CX Strategy & Leadership

• 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.

Client Journey Design & Optimization

• 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.

Voice of the Client (VoC) & Insights

• 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.

Change Management & Enablement

• 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.

Technology & Innovation

• 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.

Qualifications:

Education & Experience

• 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.

Skills & Competencies

• 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.

Key Performance Indicators (KPIs)

• Client satisfaction (CES, CSAT)

• Client retention and referral rates

• Advisor satisfaction and engagement

• CX initiative ROI and operational efficiency improvements

• Alignment of CX initiatives with firm growth and compliance goals

Salary Range:

Salary range is a good faith estimate of base pay. Northern Trust provides a comprehensive benefits package including 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, and other voluntary and well-being benefits. Northern Trust also provides a discretionary bonus program that may include an equity component.

Work Authorization

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).

Working with Us

As a Northern Trust partner, you will be part of a flexible and collaborative work culture, which has a strong history of financial strength and stability. Movement within the organization is encouraged, senior leaders are accessible, and you can take pride in working for a company committed to an inclusive workplace and assisting the communities we serve.

Philanthropy is deeply rooted in Northern Trust’s history and is an essential element of our culture. Employees around the world give their time and talent to work for the greater good of their communities.

Reasonable Accommodation

Northern Trust is committed to working with and providing adjustments to individuals with health conditions and disabilities. If you need a reasonable accommodation for any part of the employment process, please email our HR Service Center at MyHRHelp@ntrs.com, or alternatively you can discuss your individual requirements with the recruiter you are working with.