Customer Engagement Manager

Overall IT experience, The Customer Engagement Manager (CEM) is the primary onsite engagement leader and client interface, responsible for ensuring end-to-end delivery alignment, stakeholder satisfaction, and value realization across Investment Management and Risk platforms/Investment Banking/Actuarial. The role acts as a bridge between business stakeholders, portfolio leaders, and delivery teams, ensuring that all AMS, AD, QA, and transformation initiatives are aligned to client priorities, regulatory requirements, and business outcomes Key Responsibilities Customer Relationship & Stakeholder Management Act as the single point of contact for Group Retirements and Institutional Markets portfolio stakeholders Build and maintain strong relationships with: IT and business leaders Technology and platform owners Ensure clear communication, expectation management, and stakeholder alignment Group Retirement – New Business and Inforce portfolios Institutional Markets Quality Engineering Act as the bridge between client stakeholders and delivery teams Engagement Governance & Reporting Drive governance across the portfolio: Weekly/Monthly status reporting Risk, issue, and action tracking Executive dashboards and reviews Support governance forums with clear insights on delivery health and performance Own overall CSAT and engagement health Business value (performance, analytics, regulatory compliance) Improved user experience for investment and risk functions Capture and act on feedback to continuously improve service quality Domain Alignment (Group Retirement) Develop strong understanding of: Group Retirement (OMNI knowledge / experience is a plus) Institutional Markets Use domain insights to drive meaningful engagement and decision-making Cross-Functional Coordination Align across: AMS (run/stability) AD (enhancements, regulatory changes) QA (quality and release assurance) CTO/ATO (technology and architecture) Ensure seamless execution across run–change–transform lifecycle Demand Shaping & Growth Identify opportunities for: Analytics and AI use cases Automation and cost optimization Partner with Account Leadership to drive expansion and value-led growth Required Skills & Experience Domain Expertise Group Retirement Institutional Markets Functional Skills Governance and escalation management Leadership Skills Executive communication and influencing Cross-functional coordination Problem solving and decision-making Strong ownership and accountability Qualifications & Experience Bachelor’s degree in Business, Engineering, or related field (MBA preferred) Typically 10 –15 years of experience in customer engagement, delivery, or consulting Digital transformation programs AI / Data / Analytics initiatives Enterprise client relationships All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. NLB is committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. #J-18808-Ljbffr