Senior Client Experience Manager, Advisor Digital Product Strategy

troweprice; Baltimore (MD); On-site; USD 120,000 - 180,000; Full time

Job summary

T. Rowe Price seeks a Senior Client Experience Manager to lead the digital advisor experience across our investment products and the digital tools advisors use for research and due diligence.

You will drive adoption of Model Portfolios, partnering with Investments, Product, Marketing, and Technology, and lead a small team to deliver outcomes that matter to advisors and clients.

Responsibilities

• Own the advisor experience vision and end-to-end journey strategy for investment products grounded in research and data.
• Define the digital experience strategy to help advisors discover, evaluate, and adopt Model Portfolios across digital channels.

Job description

At T. Rowe Price, we identify and actively invest in opportunities to help people thrive in an evolving world. As a premier global asset management organization with more than 85 years of experience, we provide investment solutions and a broad range of equity, fixed income, and multi-asset capabilities to individuals, advisors, institutions, and retirement plan sponsors. We take an active, independent approach to investing, offering our dynamic perspective and meaningful partnership so our clients can feel more confident.

We believe doing the right thing for our clients and our associates is good business . With a career at the firm, y ou can expect opportunities to create real impact at work and in your community. Y ou'll enjoy resources to support your career path, a s well as compensation , benefits , and flexibility to enrich your life. Here, you'll find a collaborative culture that respect s and valu e s differences and colleagues who share a spirit of generosity .

Join us for the opportunity to g row and make a difference in ways that matter to you .

Role Summary

The US Intermediaries (USI) Client Experience team at T. Rowe Price is seeking a Senior Client Experience Manager to lead the digital advisor experience across our investment products, including ETFs, SMAs, Model Portfolios, Alternatives, and Mutual Funds, as well as the digital tools advisors use for research and due diligence.

Within that scope, you will serve as the digital advisor experience leader for Model Portfolios, one of the firm's top strategic growth priorities for financial advisors. Your strategy will drive advisor adoption of our models across digital channels, developed in partnership with senior leaders across Investments, Product, Marketing, and Technology.

You will turn a deep understanding of US financial advisor and client needs into compelling digital experiences that grow the business, and use trends in digital and advisor behavior to inform investment product strategy, development, and services.

As a trusted digital client experience consultant to multiple business teams, you will recommend and help execute the priorities that best reach advisors and their clients and deliver business value. The role also involves guiding cross-functional partners from digital strategy through delivery, using data to measure results, and leading a small team of direct reports.

Responsibilities

Experience vision, strategy, and discovery: Own the advisor experience vision and end-to-end journey strategy for investment products, grounded in research, data, and evolving advisor and client expectations. Define the digital experience strategy that helps advisors discover, evaluate, and adopt our Model Portfolios, a top firm strategic priority. Lead advisor segmentation and persona development to acquire, serve, and retain the right advisors, moving toward a "segment of one" approach in partnership with Investments, Product, and Marketing. Use journey mapping, service blueprinting, and research across advisor and client groups to analyze the current-state experience and recommend use cases and process changes that create business value.

Experience design: Lead stakeholders, subject matter experts, creative resources, and marketing partners through workshops and concept exploration to define desired experiences. Enable scalable, needs-driven solutions across all channels, touchpoints, and systems by driving prioritization decisions and resolving competing priorities. Provide the creative and technology teams responsible for development with clear requirements, template specifications, and priorities.

Experience delivery: Own the business outcomes of the most complex projects: partner with the business and clients to set objectives, oversee Agile delivery from inception through completion, and keep teams informed of timelines and progress. Build business cases and share data-driven recommendations to secure organizational commitment and resource alignment. Recommend changes to operational and compliance processes, and ensure annual legal and compliance reviews are completed and experiences updated for regulatory changes.

Experience measurement and insight: Establish metrics and governance routines to understand advisor and client perceptions, behaviors, and expectations, working with data and measurement teams to keep them accurate, timely, and tied to business outcomes. Analyze performance, report insights, and use them to optimize existing experiences or create new ones, with comprehensive tracking through automated reporting and data visualizations.

People leader and mentor: Manage a small team of direct reports, including onboarding, training, ongoing coaching and feedback, recognition, performance management, and career development. Lead and mentor the cross-functional teams responsible for development and delivery, setting standards and aligning their work to the experience strategy and business priorities. Build and champion a