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 world’s 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 22,000 partners, we serve the world’s 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 firm’s 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 firm’s 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 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 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
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.
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:
$114,500 - 194,700 USDSalary 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.
We’d love to learn more about how your interests and experience could be a fit with one of the world’s most admired and sustainable companies! Build your career with us and apply 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 MyHRHelp@ntrs.com.
We hope you’re 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.