Wilmington Trust · 13 hours ago
Client Experience Director - Institutional Services
Wilmington, DE
Full-time
Onsite
Mid, Senior Level
$142K/yr - $236K/yr
7+ years expWilmington Trust is experiencing rapid growth in its Institutional Services division and is seeking a Client Experience Director to lead digital transformation initiatives. This role involves designing client and employee experiences across various products, ensuring alignment with business strategy, and acting as the voice of the client within the organization.
Financial ServicesWealth Management
Responsibilities
Client Experience Vision and Strategy – Create a compelling client experience vision that aligns with the division's goals and values. Define a comprehensive digital UX strategy that achieves the vision while aligning with future and existing core platforms and capabilities. Understand the needs, goals, and pain points of multiple corporate trust end users types through multiple complex B2B2X go-to-market products. Own all voice of client deliverables and processes for an ongoing feedback loop towards digital-first improvements. Champion tangible solutions to critical capabilities, such as a client-centric servicing portal, client and on-behalf-of employee UX reuse, product-driven sales growth via digital sales portal, multi-party interactive social-like and/or AI chatbot collaboration, API-first delivery model, and heavy leverage of doc extraction AI
Digital Transformation – Champion a new digital portal strategy that can host multiple client and product types by creating a unifying end user experience across all cross-product and product-specific capabilities. Analyze the client experience of competitors and industry trends to advance our products and drive innovation to move to an industry-leading client experience. Facilitate the aggregation, creation, and inventorying of conceptual UX designs from multiple sources into executable user experiences
Comprehensive CX Design – Become the main gate-keeper for all existing and future end-user journeys, with traceability to detailed functional and UX design artifacts. Personally define and design critical experience standards, ensure all CX and UX design materials are aligned with IS business architecture artifacts, ensure all experience design and usage metrics are easily discoverable as part of scope analysis, and collaborate with IS change management to communicate and measure end-user changes
Voice of Client Facilitation – Act as the voice of the client within the organization, ensuring that client needs and perspectives are prioritized in decision-making processes. Gather both qualitative and quantitative feedback on an ongoing basis, summarize key themes, and provide tangible inputs to business strategy, digital product OKR’s, and detailed CX/UX designs
CX Design Authority – Become the main approver and facilitator of all critical CX design decisions, collaborating with key stakeholders such as the IS CEO, IS Executives, and the Bank’s CX leadership
Qualification
Required
Bachelor's degree and a minimum of 7 years' relevant work experience, or in lieu of a degree, a combined minimum of 11 years' higher education and/or work experience, including a minimum of 7 years' relevant work experience
Strong attention to detail
Ability to work independently and function as a member of a team
Coach others in their area of expertise
Excellent interpersonal and communications skills necessary for business partner relationships within and outside the organization
Self-motivated, results driven, and well organized
Ability to handle multiple tasks and work under time constraints in support of various assignments
Ability to thrive in a fast paced environment
Experience with Microsoft Office suite of products including Word, Excel, PowerPoint, Project, Visio, and Outlook or equivalent
Preferred
Bachelor's degree in Finance, Economics, Math, Accounting, Engineering, or Business Administration; Master's degree in Business Administration (MBA) or advanced degree
Minimum of 8 years' relevant work experience
Banking/financial industry experience
Expert in Six Sigma, Lean or Process Improvement, or project management methodology
Experience with SQL, programming and statistical software
Experience with financial, regulatory and/or process analysis, and technical writing
Curious and innovative
Company
Wilmington Trust
Wilmington Trust is a financial institution that has wealth advisory for institutions and corporations.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
E
Edward Moon
Senior Vice President
Lisa Roberts
SVP, Head of Wealth Management
Recent News
bloomberglaw.com
2026-01-16
Hartford Business Journal
2026-01-07
2025-11-04
Company data provided by crunchbase