Digital Client Experience (CX) Lead - Wealth Management
Core
Leads the design, execution, and continuous improvement of the firm's digital client experience strategy across all touchpoints for high-net-worth and ultra-high-net-worth clients in wealth management.
Role type
Senior Lead Digital Client Experience (CX)
Builds
Digital client experience strategy, client journeys, and personalized interactions
Domain
Wealth Management / Financial Services
Deliverable
product features
Required skills
CX strategy, client journey mapping, voice of the client program management, change management, CRM proficiency, data analytics, stakeholder management
Preferred skills
MBA, advanced degree
Technologies
Salesforce, Qualtrics, Medallia, AI, analytics tools
Responsibilities
Align and action the Wealth Management's end-to-end CX vision and roadmap; Map and analyze client and advisor journeys to identify friction points; Evolve and manage VoC programs (surveys, interviews, focus groups); Lead cross-functional teams to implement CX initiatives; Develop training and enablement programs for advisors; Collaborate with Technology Leadership to leverage CRM, AI, and analytics tools.
Seniority
Senior, hands-on IC
