Client Experience (CX) Lead Wealth Management

About Northern Trust:

Northern Trust a Fortune 500 company is a globally recognized award-winning financial institution that has been in continuous operation since 1889.

Northern Trust is proud to provide innovative financial services and guidance to the worlds most successful individuals families and institutions by remaining true to our enduring principles of service expertise and integrity. With more than 130 years of financial experience and over 22000 partners we serve the worlds most sophisticated clients using leading technology and exceptional service.

Client Experience (CX) Lead Wealth Management

Position Summary:

The Director of Client Experience (CX) leads the design execution and continuous improvement of the firms client experience strategy across all touchpoints from initial engagement through long-term relationship management. This leader ensures that every interaction with clients advisors and partners reflects the firms brand promise drives trust and loyalty and contributes to client growth and retention. Wealth Management 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 Managements 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

• Bachelors 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.

Working with Us:

As a Northern Trust partner greater achievements await. You will be part of a flexible and collaborative work culture in an organization where financial strength and stability is an asset that emboldens us to explore new ideas.

Movement within the organization is encouraged senior leaders are accessible and you can take pride in working for a company committed to assisting the communities we serve!Join a workplace with a greater purpose.

Wed love to learn more about how your interests and experience could be a fit with one of the worlds most admired and sustainable companies! Build your career with us andapply today.#MadeForGreater

Reasonable accommodation

Northern Trust is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation for any part of the employment process please email our HR Service Center at .

We hope youre excited about the role and the opportunity to work with us. We value an inclusive workplace and understand flexibility means different things to different people.

Apply today and talk to us about your flexible working requirements and together we can achieve greater.