Hiring: Digital Client Experience (CX) Lead - Wealth Management Company: Northern Trust Location: Chicago, IL Job Posted Time: 2026-09-09 17:59:53 Employment Type: Full-time Target Skills & Keywords: Digital Client Experience, Wealth Management, CX Strategy, Client Journey Design, Voice of the Client (VoC), HNW/UHNW Clients, Personalization, Product-Led Growth, Change Management, CRM, AI & Analytics, Client Retention, Cross-functional Leadership Experience: - Senior-level experience leading digital client experience (CX) strategy, design, execution, and continuous improvement across all touchpoints - Deep understanding of high-net-worth (HNW) and ultra-high-net-worth (UHNW) client expectations - Strong knowledge of the wealth management value chain and the interplay between digital, human, and advisory experiences - Proven experience partnering with executive leadership to embed client-centric principles across departments (Advisory, Operations, Marketing, Technology, Compliance) - Experience defining and tracking CX success metrics (OSAT, CSAT, CES, retention, referral rates, client lifetime value) - Experience mapping and analyzing client and advisor journeys to identify friction points and differentiation opportunities - Experience managing Voice of the Client (VoC) programs (surveys, interviews, focus groups, advisor feedback loops) - Experience leading cross-functional teams and change management initiatives while balancing innovation with regulatory and compliance considerations Required Skills: - CX strategy and leadership - Client journey design and optimization - Personalization strategies based on client data, behavioral insights, and wealth goals - Product-Led Growth - Voice of the Client (VoC) and insights translation - Change management and enablement - Training and enablement program development for advisors and client-facing teams - Collaboration with Technology Leadership / Head of Digital on CRM, AI, and analytics - Strong communication and presentation skills for senior leadership and Board-level audiences - Cross-functional collaboration across Advisory, Operations, Marketing, Technology, and Compliance Qualifications: - Demonstrated ability to champion a client-first culture and serve as an internal advocate for clients and advisors - Ability to align and action an end-to-end CX vision and roadmap connected to strategic business goals and client segments - Ability to digitize and streamline onboarding, account servicing, and reporting processes in partnership with technology and operations teams - Ability to ensure consistency and excellence across digital and human touchpoints - Ability to translate insights into actionable improvements that enhance client satisfaction, trust, and advocacy - Ability to partner with Marketing and Communications to ensure consistent messaging and tone across client communications Compensation: Not specified in the job posting. Interested candidates, please apply directly through the job posting on company's career page or try via AI auto apply on this platform. Don’t miss this opportunity to join a forward-thinking team!