The Client Experience team is responsible for delivering a best-in-class client experience across the client lifecycle, using client insights, operational performance data, and cross-functional partnership to identify opportunities, drive operational efficiency, and improve outcomes. This includes partnering with internal stakeholders to strengthen onboarding, service delivery, and client communications, and to ensure client experience initiatives are aligned with strategic priorities.

We work across the firm to redesign end-to-end processes, build scalable and well-controlled operating models, and develop repeatable, standardized digital workflows that deliver consistent outcomes and high-quality client experience. We also help establish data structures and governance to ensure accurate, consistent, and actionable client data, enabling reliable reporting, clear ownership, and appropriate controls.

In this role, you will lead client experience initiatives within your remit by managing projects, coordinating with business partners to identify issues, communicating effectively with senior leadership, and driving measurable improvements from design through implementation.

Primary Responsibilities:

• Lead client experience initiatives end-to-end, including defining scope, requirements, milestones, success metrics, implementation approach, and alignment to strategic priorities.

• Partner with key stakeholders to identify client experience gaps, align on priorities, and drive timely issue resolution.

• Identify root causes and improve end-to-end processes by removing bottlenecks, implementing solutions, and measuring impact on operational efficiency and client outcomes.

• Design and deliver client experience solutions (process, workflow, reporting, and/or tooling enhancements), and transition completed solutions to the appropriate functional owner for ongoing management and business-as-usual execution.

• Support sustainment of implemented changes through clear documentation and ongoing governance.

• Analyze client data and feedback (e.g., onboarding outcomes, service interactions, feedback channels) to identify trends and improvement opportunities and translate findings into actionable recommendations.

• Develop and maintain dashboards and recurring reporting, including standardizing KPI definitions and data requirements to support consistent measurement and decision-making.

• Coordinate with project managers and key stakeholders to consolidate project updates and produce management reporting on progress, issues/risks, dependencies, and outcomes

• Prepare and deliver executive-ready presentations to senior leadership to support decision-making, escalation, and alignment.

Qualifications:

• B.A. degree or equivalent required.

• 7+ years of experience in financial services, with experience in client experience, client onboarding/client implementation, project management, consulting, or related roles.

• Strong analytical skills with demonstrated ability to synthesize quantitative and qualitative information into sound judgments, clear recommendations, and actionable execution plans.

• Demonstrated strength in developing dashboards, management reporting, and executive-ready presentations; ability to communicate concisely and effectively with senior leadership.

• Strong project management skills, including the ability to define scope and milestones, manage timelines and dependencies, monitor risks/issues, and drive efforts to resolution in a cross-functional environment.

• Demonstrated ability to partner effectively across multiple lines of business and control/support functions (e.g., Client Service, Operations, Portfolio Management, Product Onboarding, Technology, Legal, Compliance, Risk).

• Ability to work under pressure in a deadline-driven environment, manage multiple concurrent priorities, and adapt to changing business needs.

• Well organized with strong attention to detail and a high commitment to execution quality and data integrity.

• Professional, collaborative team player with strong stakeholder management skills; ability to influence without direct authority.

• Self-starter, highly motivated, with a strong sense of ownership and accountability.

• Proficient with Microsoft Office, including Word, Excel, and PowerPoint; experience with visualization/reporting tools (e.g., Power BI, Tableau) and project tracking tools (e.g., Monday, Smartsheet, MS Project) is a plus.

Location: New York City; hybrid with a minimum of three days per week in office.

Neuberger Berman is unable to offer visa sponsorship for this position. Applicants must be authorized to work in the United States without the need for current or future sponsorship.

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Compensation Details

The salary range for this role is $140,000-$175,000. This is the lowest to highest salary we in good faith believe we would pay for this role at the time of this posting. We may ultimately pay more or less than the posted range, and the range may be modified in the future. This range is only applicable for jobs to be performed in the job posting location. An employee’s pay position within the salary range will be based on several factors including, but limited to, relevant education, qualifications, certifications, experience, skills, seniority, geographic location, business sector, performance, shift, travel requirements, sales or revenue-based metrics, market benchmarking data, any collective bargaining agreements, and business or organizational needs. This job is also eligible for a discretionary bonus, which, along with base salary and retirement contributions, is part of our total comprehensive package. We offer a comprehensive package of benefits including paid time off, medical/dental/vision insurance, retirement, life insurance and other benefits to eligible employees.

Note: No amount of pay is considered to be wages or compensation until such amount is earned, vested, and determinable. The amount and availability of any bonus, commission, production, or any other form of compensation that are allocable to a particular employee remains in the Company's sole discretion unless and until paid and may be modified at the Company’s sole discretion, consistent with the law.

Neuberger Berman is an equal opportunity employer. The Firm and its affiliates do not discriminate in employment because of race, creed, national origin, religion, age, color, sex, marital status, sexual orientation, gender identity, disability, citizenship status or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact onlineaccommodations@nb.com.

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