Senior Customer Engagement & Delivery Lead

NLB Services; Houston (TX); On-site; USD 120,000 - 180,000; Full time

Job summary

NLB Services is seeking an experienced Customer Engagement Manager to lead onsite client engagement across Investment Management, Risk, and related domains in a complex portfolio. The role interfaces with business and technology leaders to align delivery with client priorities and regulatory requirements.

The position emphasizes governance, CSAT, and value realization, with cross-functional collaboration across AMS, AD, QA, and CTO/ATO domains to ensure end-to-end delivery success.

Qualifications

• Bachelor’s degree in Business, Engineering, or related field (MBA preferred).
• Typically 10–15 years of experience in customer engagement, delivery, or consulting.
• Experience with digital transformation programs and AI/data analytics initiatives.
• Enterprise client relationships and stakeholder management across complex portfolios.

Responsibilities

• Act as the single point of contact for Group Retirements and Institutional Markets portfolio stakeholders.
• Build and maintain relationships with IT and business leaders and technology/platform owners.
• Ensure clear communication, expectation management, and stakeholder alignment.
• Drive governance across the portfolio with weekly/monthly status reporting and risk/issue tracking.
• Own overall CSAT and engagement health; deliver business value and improved user experience.

Skills

Group Retirement

Institutional Markets

Governance escalation

Executive communication

Cross-functional coordination

Problem solving

Decision making

Education

Bachelor’s degree in Business, Engineering, or related field

MBA preferred

Job description

NLB Services is seeking an experienced Customer Engagement Manager to lead onsite client engagement across Investment Management, Risk, and related domains in a complex portfolio. The role interfaces with business and technology leaders to align delivery with client priorities and regulatory requirements.

The position emphasizes governance, CSAT, and value realization, with cross-functional collaboration across AMS, AD, QA, and CTO/ATO domains to ensure end-to-end delivery success.