Client Experience (CX) Lead - Wealth Management at Northern Trust

Chicago, Illinois, United States

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Wealth Management, Financial ServicesIndustries

Requirements

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 skills and competencies (inferred from role context)

Responsibilities

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
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
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
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
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