Senior Client Experience Manager, Advisor Digital Product Strategy

T. Rowe Price • Baltimore, MD

2d • Hybrid

About The Position

T. Rowe Price is seeking a Senior Client Experience Manager for its US Intermediaries Client Experience team. The role leads the digital advisor experience across investment products—including ETFs, SMAs, Model Portfolios, Alternatives, and Mutual Funds—and the digital tools advisors use for research and due diligence. The manager serves as the digital advisor experience leader for Model Portfolios, a strategic growth priority, developing strategies to increase adoption through digital channels in partnership with senior leaders in Investments, Product, Marketing, and Technology.

The role turns a deep understanding of US financial advisor and client needs into digital experiences that grow the business, and uses trends in digital and advisor behavior to inform investment product strategy, development, and services. As a digital client experience consultant to multiple business teams, the manager recommends and helps execute priorities that reach advisors and their clients and deliver business value. The position guides cross-functional partners from strategy through delivery, measures results using data, and manages a small team of direct reports.

The position is eligible for a hybrid work arrangement, with up to one day per week from home. The listed base salary ranges are $110,000–$188,000 for Maryland, Colorado, Washington, and remote workers; $121,000–$207,000 for Washington, D.C.; and $138,000–$236,000 for New York and California. Employees may also be eligible for a discretionary bonus based on company and individual performance.

Requirements

• Bachelor’s degree or equivalent combination of education and relevant experience.
• At least 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.
• Record of leading and influencing complex, high-visibility cross-functional programs.

Nice To Haves

• Demonstrated success leading and developing a productive team of direct reports.
• Experience with client experience methods such as journey mapping, service blueprinting, segmentation and persona development, and facilitated workshops.
• Strong analytical skills, including sourcing and analyzing data from databases and translating insights into action.
• Experience or familiarity with Adobe marketing technology or similar platforms for content management, analytics, or digital marketing.
• Financial services or other regulated-industry background, 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.

Responsibilities

• 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 to help advisors discover, evaluate, and adopt Model Portfolios.
• Lead advisor segmentation and persona development in partnership with Investments, Product, and Marketing.
• Use journey mapping, service blueprinting, and research to assess current experiences and recommend valuable use cases and process changes.
• Lead stakeholders, subject matter experts, creative resources, and marketing partners through workshops and concept exploration.
• Drive prioritization and resolve competing priorities to create scalable, needs-driven experiences across channels, touchpoints, and systems.
• Provide creative and technology teams with clear requirements, template specifications, and priorities.
• Own business outcomes for complex projects; set objectives with business partners and clients, oversee Agile delivery, and communicate timelines and progress.
• Build business cases and provide data-driven recommendations to secure organizational commitment and resource alignment.
• Recommend operational and compliance process changes and ensure annual legal and compliance reviews are completed and experiences are updated for regulatory changes.
• Establish metrics and governance routines to understand advisor and client perceptions, behaviors, and expectations, coordinating with data and measurement teams to keep metrics accurate, timely, and tied to business outcomes.
• Analyze performance, report insights, and optimize existing experiences or create new ones, using comprehensive tracking, automated reporting, and data visualizations.
• Manage a small team of direct reports, including onboarding, training, coaching, feedback, recognition, performance management, and career development.
• Lead and mentor cross-functional development and delivery teams, setting standards and aligning work with experience strategy and business priorities.
• Build and champion a client-centric capability across the organization by aligning teams and programs around high-impact opportunities.

Benefits

• Competitive compensation and discretionary annual bonus eligibility
• Generous retirement plan
• Hybrid work schedule and flexible or remote work opportunities
• Health and wellness benefits, including medical, dental, vision, online therapy, fitness reimbursement, and Employee Assistance Program
• Paid time off for vacation, illness, medical appointments, and volunteering
• Family care resources, including fertility and adoption benefits
• Employee stock purchase plan with matching contributions
• Tuition assistance

What This Job Offers

• Job Type: Full-time
• Career Level: Senior