Digital Client Experience (CX) Lead - Wealth Management

Northern Trust
Chicago
Workplace: OnsiteFull timeUSD 114,500 - 194,700 annuallyFunction: Administration & Executive AssistanceExperience: 10+ yearsEducation: bachelorsSkills: ["Strategic thinking","Analytical skills","Problem-solving","Communication","Stakeholder management"]

Lead the design, execution, and continuous improvement of the firm’s digital client experience strategy for wealth management across all touchpoints. Own the end-to-end CX vision and roadmap, map and optimize client/advisor journeys, and drive personalization using client data and insights. Manage Voice of the Client programs and translate feedback into measurable improvements. Partner with technology, operations, marketing, and compliance to implement CX initiatives and measure success through KPIs like CSAT/CES, retention, and referral rates.

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FursaFursa
Northern Trust
Northern Trust
8 hours ago

Digital Client Experience (CX) Lead - Wealth Management

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Last checked: 8 hours agoStatus: Live

Job Summary

Lead the design, execution, and continuous improvement of the firm’s digital client experience strategy for wealth management across all touchpoints. Own the end-to-end CX vision and roadmap, map and optimize client/advisor journeys, and drive personalization using client data and insights. Manage Voice of the Client programs and translate feedback into measurable improvements. Partner with technology, operations, marketing, and compliance to implement CX initiatives and measure success through KPIs like CSAT/CES, retention, and referral rates.
Location: Chicago
Workplace: Onsite
Employment Type: Full time
Job Function: Administration & Executive Assistance

Key Responsibilities

  • •Align and execute the wealth management end-to-end CX vision and roadmap connected to business goals.
  • •Partner with wealth management executive leadership to embed client-centric principles across departments.
  • •Define CX success metrics (e.g., OSAT, CSAT, CES, retention, referrals, client lifetime value) and lead continuous improvement.
  • •Design and optimize client/advisor journeys and digitize onboarding, account servicing, and reporting processes.
  • •Manage VoC programs and translate insights into actionable improvements while presenting performance updates to senior leadership and the Board.

Pay and Benefits

Salary: USD 114,500 - 194,700 annually
Perks:401kPensionHealth InsuranceDentalVisionSpending AccountsDisabilityPaid LeaveParental LeaveCaregiver LeaveLife InsuranceAccident Insurance

Key Requirements

  • •Bachelor’s degree in business, Marketing, Finance, or a 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 the regulatory environment.
  • •Proficiency with CRM and CX platforms (e.g., Salesforce, Qualtrics, Medallia) and strong stakeholder communication skills.
Experience:10+ yearsFinancial servicesWealth managementAsset management
Education:Bachelor's in business, Marketing, Finance, or related field
Skills:Strategic thinkingAnalytical skillsProblem-solvingCommunicationStakeholder management
Tech Stack:SalesforceQualtricsMedalliaCRMAIAnalyticsSentiment analysisPersonalization enginesClient portals

Eligibility

Work Authorization:Authorization required. Sponsorship not provided.

Company Brief

Northern Trust
Global financial services firm providing wealth management, asset servicing, asset management, and banking solutions to institutions, corporations, and affluent individuals, with a focus on custody, investment management, and technology-driven services.
Industry: Asset Management
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Chicago, United States
Founded: 1889
Glassdoor
Glassdoor: 3.9
WebsiteLinkedIn