Wilmington Trust
Client Experience Director - Institutional Services
Wilmington Trust, Wilmington, Delaware, us, 19894
Client Experience Director - Institutional Services
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Client Experience Director - Institutional Services
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Wilmington Trust . Overview
The Wilmington Trust Institutional Services (IS) division is experiencing rapid growth and has initiated a strategic digital transformation. The goals include growing revenue through digital-first trust and agency services, shifting to a client-centric operating model, and reducing costs. We seek an entrepreneurial and highly analytical Client Experience Director to design client and employee experiences across digital and non-digital initiatives. Reporting to the Chief Transformation Officer, you will own complex end-user journey designs, streamline workflows, and collaborate with cross-functional teams to deliver a top-tier client experience. Primary Responsibilities
Client Experience Vision and Strategy:
Develop a compelling client experience vision aligned with division goals. Define a digital UX strategy, understand end-user needs, and manage feedback processes for continuous improvement. Drive solutions like client portals, AI chatbots, API-first delivery, and AI document extraction. Digital Transformation:
Lead a portal strategy that unifies multiple client and product experiences. Analyze industry trends and competitors to foster innovation. Comprehensive CX Design:
Oversee end-user journey designs, ensure alignment with business architecture, and measure experience metrics. Voice of Client Facilitation:
Prioritize client needs in decision-making, gather feedback, and inform strategy and design. CX Design Authority:
Approve and facilitate key CX design decisions with stakeholders. Education and Experience
Bachelor’s degree + 7 years relevant experience, or 11 years combined education and experience. Strong attention to detail, team collaboration, coaching, and excellent communication skills. Proficiency with Microsoft Office suite. Preferred Qualifications
Advanced degree (MBA or similar), 8+ years experience, banking/financial industry familiarity. Expertise in process improvement, SQL, programming, financial/regulatory analysis, and technical writing. Salary range: $110,673.13 - $184,455.22 annually. Location: Wilmington, Delaware.
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Join to apply for the
Client Experience Director - Institutional Services
role at
Wilmington Trust . Overview
The Wilmington Trust Institutional Services (IS) division is experiencing rapid growth and has initiated a strategic digital transformation. The goals include growing revenue through digital-first trust and agency services, shifting to a client-centric operating model, and reducing costs. We seek an entrepreneurial and highly analytical Client Experience Director to design client and employee experiences across digital and non-digital initiatives. Reporting to the Chief Transformation Officer, you will own complex end-user journey designs, streamline workflows, and collaborate with cross-functional teams to deliver a top-tier client experience. Primary Responsibilities
Client Experience Vision and Strategy:
Develop a compelling client experience vision aligned with division goals. Define a digital UX strategy, understand end-user needs, and manage feedback processes for continuous improvement. Drive solutions like client portals, AI chatbots, API-first delivery, and AI document extraction. Digital Transformation:
Lead a portal strategy that unifies multiple client and product experiences. Analyze industry trends and competitors to foster innovation. Comprehensive CX Design:
Oversee end-user journey designs, ensure alignment with business architecture, and measure experience metrics. Voice of Client Facilitation:
Prioritize client needs in decision-making, gather feedback, and inform strategy and design. CX Design Authority:
Approve and facilitate key CX design decisions with stakeholders. Education and Experience
Bachelor’s degree + 7 years relevant experience, or 11 years combined education and experience. Strong attention to detail, team collaboration, coaching, and excellent communication skills. Proficiency with Microsoft Office suite. Preferred Qualifications
Advanced degree (MBA or similar), 8+ years experience, banking/financial industry familiarity. Expertise in process improvement, SQL, programming, financial/regulatory analysis, and technical writing. Salary range: $110,673.13 - $184,455.22 annually. Location: Wilmington, Delaware.
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