Senior Digital CX Leader – Wealth Management

Northern Trust; Chicago (IL); On-site; USD 115,000 - 195,000; Full time

Job summary

Northern Trust is seeking a Senior Lead for Digital Client Experience (CX) in Wealth Management to guide the design, execution, and continual improvement of the firm’s digital client experience strategy across all touchpoints. You will work with leaders to embed client-centric principles, drive trust, and support growth while balancing digital and human interactions.

The role requires deep knowledge of HNW/UHNW expectations, regulatory considerations, and a Hub + Spoke operating model.

Qualifications

• 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.
• Experience shaping digital client experience across multiple touchpoints and channels.

Responsibilities

• Lead CX strategy and align it to One Northern Trust goals and client segments.
• Partner with WM executive leadership to embed client-centric principles across departments.
• Define CX success metrics (OSAT, CSAT, CES, retention) and drive continuous improvements.
• Champion a client-first culture and act as the internal advocate for clients and advisors.
• Collaborate with technology and advisory teams to digitize onboarding, servicing, and reporting processes.

Skills

Strategic thinking

Analytical skills

Communication

Stakeholder management

Translate data into action

CRM/CX platforms

Leadership presence

Education

Bachelor’s degree in business/Marketing/Finance

MBA or advanced degree preferred

Tools

Salesforce

Qualtrics

Medallia

Job description

Northern Trust is seeking a Senior Lead for Digital Client Experience (CX) in Wealth Management to guide the design, execution, and continual improvement of the firm’s digital client experience strategy across all touchpoints. You will work with leaders to embed client-centric principles, drive trust, and support growth while balancing digital and human interactions.

The role requires deep knowledge of HNW/UHNW expectations, regulatory considerations, and a Hub + Spoke operating model.