Northern Trust

Digital Client Experience (CX) Lead - Wealth Management

Northern Trust • $114K — $194K *
Chicago, IL 60629In-Person
Finance & Insurance
8 - 10 years of experience
Reposted Today
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Job Overview by Ladders

Qualifications

  • 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 skills.

Responsibilities

  • Align and execute the Wealth Management's end-to-end CX vision connected to strategic business goals.
  • Partner with executive leadership to promote client-centric principles across departments.
  • Define CX success metrics and lead improvement initiatives.
  • Champion a client-first culture as advocate for clients and advisors.
  • Map and analyze client journeys to highlight improvement opportunities.
  • Collaborate with teams to digitize and enhance onboarding and servicing processes.
  • Evolve Voice of the Client programs to drive actionable improvements.

Benefits

  • 401k and pension retirement benefits.
  • Health and welfare benefits including medical, dental, vision.
  • Paid time off and parental leave.
  • Voluntary benefits for life and accident insurance.
  • Discretionary bonus program potentially including equity.
Full Job Description
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:
$114,500 - 194,700 USD

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.

About Northern Trust

Northern Trust is a global leader in delivering innovative investment management, asset and fund administration, and fiduciary and banking solutions to corporations, institutions, and affluent individuals. They have evolved with the changing needs of their clients and their world.

Northern Trust Careers

Joining Northern Trust means becoming part of a global financial services institution that is dedicated to providing expert guidance and innovative solutions to its clients. At Northern Trust, we pride ourselves on fostering a culture of leadership, diversity, and innovation, which makes us a premier destination for career growth in the financial industry.

Work You’ll Do

At Northern Trust, you will collaborate with some of the most talented professionals in the financial sector. Our team is committed to excellence and equipped with a diverse range of skills that contribute to our dynamic environment. Here, you will have the opportunity to lead projects that transform our services and drive significant value for our clients across the globe.

Explore Job Opportunities and Internships

Whether you are starting your career or looking to make a significant impact in the financial industry, Northern Trust offers a variety of job opportunities and internships that will help you achieve your professional goals. From entry-level positions to leadership roles, our company is actively hiring individuals who are passionate, curious, and driven to excel.

Innovative Work

Northern Trust is at the forefront of financial innovation. Our employees are encouraged to think creatively and leverage cutting-edge technologies to solve complex problems. By joining our team, you will work on pioneering solutions that redefine the standards of financial services.

Be Part of a Great Team

Our team at Northern Trust is more than just a group of employees – we are a community. We value collaboration, and our culture is built on mutual respect and a commitment to diversity and inclusion. Working with us, you will experience a supportive network that is passionate about sharing knowledge and ideas.

Future-Proof Your Career

Northern Trust is dedicated to your professional development. We offer comprehensive benefits, diversity training, and numerous resources to help you grow your career. With our support, you can expand your skills, gain valuable experience, and achieve professional certifications that will enhance your career trajectory.

Stay Connected

Join Our Team

Discover the perfect role for you at Northern Trust by exploring our current job openings that match your skills and interests. We are looking for professionals who are solution-driven and eager to contribute to our legacy of financial excellence.

Keep Up to Date

Stay informed with the latest career tips, industry insights, and professional growth opportunities—all available through our careers blog. At Northern Trust, we ensure that our team members are always ahead in the industry.

Job Alert Emails

Customize your experience by subscribing to job alerts and insider tips tailored to your preferences. At Northern Trust, exciting and rewarding opportunities are always on the horizon, and we are eager to see where your talents can take us. Join Northern Trust today and be part of a company that values innovation, leadership, and a diverse and inclusive workplace. Here, every position is a chance to contribute to something bigger and to turn your job into a meaningful career.
Learn more about Northern Trust
Size
21,100 employees
Market Cap
$18.1 billion
Industry
Finance & Insurance
Net Income
$1.2 billion
Founded
1889
5 Year Trend
+4.9%
Revenue
$6.1 billion
NASDAQ
NTRS
* Ladders Estimates

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