Digital Client Experience (CX) Lead - Wealth Management

About Northern Trust As a global leader in innovative wealth management, asset servicing, asset management and banking services, Northern Trust (Nasdaq: NTRS) is proud to guide the world’s most successful individuals, families, corporations and institutions. Since 1889, we have aligned our efforts with our three guiding Principles That Endure: Service, Expertise, and Integrity. Together, they reflect the three cornerstones of business conduct which we strive to instill in our employees, whom we call partners, and to provide to our clients and the communities we serve worldwide. With more than 135 years of financial experience and over 24,000 partners, we serve the world’s most sophisticated clients using leading technology and exceptional service. 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.

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.

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