Senior Client Experience Manager, Advisor Digital Product Strategy

T. Rowe Price Hong Kong; Baltimore (MD); Hybrid; USD 110,000 - 188,000; Full time

Benefits offered by this job

Competitive compensation

Annual bonus eligibility

Hybrid work schedule

Health and wellness benefits

Paid time off

Family care resources

Retirement plan

Job summary

T. Rowe Price in the United States is seeking a Senior Client Experience Manager to lead the digital advisor experience across investment products, including ETFs, SMAs, Model Portfolios, and more.

You will partner with senior leaders to drive advisor adoption via digital channels and deliver data-driven insights to improve services. You will mentor a small team, guide cross-functional partners, and shape an advisor-centric capability across the organization while aligning with strategic

Qualifications

• Bachelor’s degree or equivalent with relevant experience.
• 8+ years in client or customer experience or digital strategy.
• Experience leading cross-functional programs and analytics.

Responsibilities

• Own advisor experience vision and end-to-end journey strategy.
• Define digital experience strategy for Model Portfolios with cross-functional partners.
• Lead segmentation and persona development with Investments, Product, and Marketing.
• Use journey mapping and research to recommend process changes.
• Lead workshops to define desired experiences with stakeholders.
• Drive prioritization and enable scalable solutions across channels.
• Provide clear requirements to creative and tech teams.
• Oversee Agile delivery from inception to completion.
• Build business cases and secure resources and commitments.
• Suggest changes to compliance processes and ensure reviews are completed.
• Establish metrics and governance for advisor/client insights.
• Analyze performance and report insights with data visualizations.
• Manage a small team of direct reports and mentor them.
• Lead cross-functional groups to align with strategy and priorities.

Skills

Client experience management

Digital product management

Agile delivery

Data analysis

Cross-functional collaboration

Adobe Marketing Cloud familiarity

Education

Bachelor’s degree or equivalent

Tools

Adobe Marketing Cloud

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, you can expect opportunities to create real impact at work and in your community. You’ll enjoy resources to support your career path, as well as compensation, benefits, and flexibility to enrich your life. Here, you’ll find a collaborative culture that respects and values differences and colleagues who share a spirit of generosity. Join us for the opportunity to grow 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 client-centric capability across the organization by aligning teams and programs against high-impact opportunities.

Qualifications Required

• Bachelor’s degree or the equivalent combination of education and relevant experience.
• 8+ years of total relevant work experience, including experience in client or customer experience, digital product management, or digital strategy.
• Deep expertise in client experience and related disciplines, with a record of leading and influencing complex, high-visibility cross-functional programs.
• Preferred: Demonstrated success leading and developing a productive team of direct reports.
• Experience with CX methods such as journey mapping, service blueprinting, segmentation and persona development, and facilitated workshops.
• Strong analytical skills, with the ability to source and analyze data from databases and translate insights into action.
• Experience or familiarity with Adobe marketing technology or similar platforms for content management, analytics, and/or digital marketing.
• Background in financial services or another regulated industry, with familiarity with the advisor channel and products such as model portfolios, ETFs, and SMAs.
• Strong project management skills and Agile certification or familiarity, with the ability to manage multiple initiatives simultaneously.

FINRA Requirements

FINRA licenses are not required and will not be supported for this role.

Work Flexibility

This role is eligible for hybrid work, with up to one day per week from home.

Base Salary Ranges

Base Salary Ranges Please review the job posting for the location of this specific opportunity. $110,000.00 - $188,000.00 for the location of: Maryland, Colorado, Washington and remote workers $121,000.00 - $207,000.00 for the location of: Washington, D.C. $138,000.00 - $236,000.00 for the location of: New York, California Placement within the range provided above is based on the individual’s relevant experience and skills for the role. Base salary is only one component of our total compensation package. Employees may be eligible for a discretionary bonus, which is determined upon company and individual performance.

Commitment to Diversity, Equity, and Inclusion

At T. Rowe Price, our associates are our greatest asset. We thrive because our company culture is built on inclusion and because we sustain a work environment where associates can bring their best selves to work every day. The backgrounds, talents, and experiences of our global associates allow us to embrace new ideas and perspectives that move our business priorities forward and enable us to deliver strong client outcomes. Here, you can expect equal opportunity and fair and consistent treatment for all.

Benefits

• Competitive compensation
• Annual bonus eligibility
• A generous retirement plan
• Hybrid work schedule
• Health and wellness benefits, including online therapy
• Paid time off for vacation, illness, medical appointments, and volunteering days
• Family care resources, including fertility and adoption benefits
• Learn more about our benefits.

Equal Opportunity Statement

T. Rowe Price is an equal opportunity employer and values diversity of thought, gender, and race. We believe our continued success depends upon the equal treatment of all associates and applicants for employment without discrimination on the basis of race, religion, creed, color, national origin, sex, gender, age, mental or physical disability, marital status, sexual orientation, gender identity or expression, citizenship status, military or veteran status, pregnancy, or any other classification protected by country, federal, state, or local law.