Client Service Journey Owner

Summary Neuberger Wealth is seeking a highly motivated and results-driven individual to lead initiatives focused on process improvement and operational excellence. This individual will play a critical role in enhancing the efficiency, scalability, and effectiveness of the Neuberger Wealth business by evaluating current processes, identifying opportunities for improvement, and driving implementation efforts. The role requires a blend of strategic thinking, operational expertise, and change management capabilities. As a member of the Wealth Platforms & Experience organization, the Client Service Journey Owner will own and execute several strategic programs and analyses related to Private Wealth’s Client Service Journey. The candidate will be a detail‑oriented strategic thinker with a passion for solving complex problems, dealing with ambiguity, and organizational design, and who possesses an unrelenting customer obsession and a strong desire to make their mark on the organization. Primary Responsibilities Journey Definition – Own and enhance all aspects of the Client Service journey across the Wealth business (transacting, trading, maintenance, inquiry, self‑service). Create and maintain journey maps, process flows, SOPs, playbooks, and training materials across the end-to‑end client onboarding journey. Identify friction points and recommend enhancements that reduce handoffs, processing times, and error rates. Analyze the current operating model, inclusive of roles and responsibilities across all areas supporting the Client Service journey, and recommend and implement changes focused on efficiency and enhanced client outcomes. Establish and track SLAs and KPIs. Technology Enablement – Drive all aspects of technology enablement in the Client Service space, inclusive of requirements creation, user testing, release coordination, and post‑launch adoption and performance. Partner with Enterprise Data Governance to define and maintain client and account data dictionaries and validation rules, ensuring consistency across the ecosystem and all client and advisor touchpoints. Inventory and rationalize Client Service forms and documentation requirements with the goal of simplifying workflows. Maintain an inventory and prioritization of known tech debt/ enhancements. Experience & Skills 5+ years of experience in Wealth Management/Private Banking. Direct experience with client service, product ownership, or business analysis a plus. Strong knowledge of process mapping, workflow analysis, and operational efficiency tools. Proficiency in automation technologies and familiarity with digital transformation initiatives. Experience in change management principles and techniques. Self‑starter with the ability to operate independently and make decisions. Ability to build relationships and partner across a complex organization. Ability to multi‑task and manage multiple simultaneous projects. Ability to influence seniors and stakeholders outside of your span of control. Excellent time management, follow‑through, and project delivery skills. Exceptional written and verbal communication skills, able to simplify complexity. Exceptional analytical skills. Strategic thinker. Strong attention to detail. Highly organized. Owner of outcomes. Team player. Qualifications Bachelor’s degree in Business Administration, Finance, Operations Management, Engineering, or a related field. Applicants must be authorized and have the right to work in the country where the role is located without the need for current or future sponsorship. Compensation The salary range for this role is $80,000–$115,000. This range is the lowest to highest salary we in good faith believe we would pay for this role at the time of this posting. The range may be modified in the future and is only applicable for jobs performed in the 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 role is also eligible for a discretionary bonus, which, along with base salary and retirement contributions, is part of the 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. Equal Opportunity Employer Neuberger 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. #J-18808-Ljbffr Neuberger Berman