Senior Digital CX Architect — Wealth Management

Northern Trust Corp; Chicago, Northern (IL, KY); Hybrid; USD 115,000 - 195,000; Full time

Benefits offered by this job

Comprehensive benefits package

Discretionary bonus program

Retirement benefits (401k and pension)

Job summary

Northern Trust Corp is seeking a Digital Client Experience (CX) Lead for Wealth Management in Chicago. The role directs the design, execution, and ongoing improvement of the firm’s digital client experience across engagement and relationship stages.

You will align CX with business goals, manage VoC, lead cross‑functional teams, and drive digital, advisory, and regulatory programs to elevate client trust and growth.

Qualifications

• 10+ years of experience in customer experience or client strategy within financial services.
• Proven CX transformation initiatives with measurable business impact.
• Strong understanding of wealth management client segments & regulatory environment.

Responsibilities

• Define CX strategy aligned to Wealth Management goals and lead roadmap execution.
• Map and optimize client and advisor journeys across digital and human touchpoints.
• Evolve VoC programs and translate insights into actionable improvements for satisfaction and trust.
• Lead cross‑functional teams to enable CX initiatives while maintaining regulatory compliance.
• Collaborate with Technology to leverage CRM, AI, and analytics to enhance the client experience.

Skills

Strategic thinking

Analytical skills

Strong communication

Stakeholder management

Data-driven insights

Education

Bachelor's degree in business/finance/marketing

MBA or advanced degree preferred

Tools

Salesforce

Qualtrics

Medallia

Job description

Northern Trust Corp is seeking a Digital Client Experience (CX) Lead for Wealth Management in Chicago. The role directs the design, execution, and ongoing improvement of the firm’s digital client experience across engagement and relationship stages.

You will align CX with business goals, manage VoC, lead cross‑functional teams, and drive digital, advisory, and regulatory programs to elevate client trust and growth.