Digital Client Experience (CX) Lead - Wealth Management

Digital Client Experience (CX) Lead - Wealth Management

Position Summary: The Senior Lead of Digital Client Experience (CX) leads the design, execution, and continuous improvement of the firm’s digital client experience strategy across all touchpoints — from initial engagement through long-term relationship management. The Digital CX lead ensures that every digital interaction with clients, advisors, and partners reflects the firm’s brand promise, drives trust and loyalty, and contributes to client growth and retention. The role requires deep understanding of high-net-worth (HNW) and ultra-high-net-worth (UHNW) 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 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.

• 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 i