Senior Client Experience Manager, Advisor Digital Product Strategy

T. Rowe Price • Baltimore, MD

2d • $110,000 - $236,000 • Hybrid

About The Position

The Senior Client Experience Manager will lead the digital advisor experience across T. Rowe Price investment products, including ETFs, SMAs, Model Portfolios, Alternatives, and Mutual Funds, as well as digital tools advisors use for research and due diligence. The role serves as the digital advisor experience leader for Model Portfolios, a strategic growth priority, and develops the strategy to increase advisor adoption across digital channels in partnership with senior leaders in Investments, Product, Marketing, and Technology.

The position translates understanding of U.S. financial advisor and client needs, along with digital and advisor behavior trends, into digital experiences and recommendations that support business growth and inform investment product strategy, development, and services. As a digital client experience consultant to multiple business teams, the manager recommends and helps execute priorities, guides cross-functional partners from strategy through delivery, uses data to measure outcomes, and leads a small team of direct reports.

The role is eligible for hybrid work, with up to one day per week from home. FINRA licenses are not required and will not be supported.

Requirements

• Bachelor’s degree or an 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.
• A 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 customer 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.
• 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.

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 that helps advisors discover, evaluate, and adopt Model Portfolios.
• Lead advisor segmentation and persona development to acquire, serve, and retain advisors, moving toward a “segment of one” approach with Investments, Product, and Marketing.
• Use journey mapping, service blueprinting, and research with advisor and client groups 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 to define desired experiences.
• Drive prioritization and resolve competing priorities to enable scalable, needs-driven solutions 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 the business and clients, oversee Agile delivery from inception through completion, 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, ensure annual legal and compliance reviews are completed, and update experiences for regulatory changes.
• Establish metrics and governance routines to understand advisor and client perceptions, behaviors, and expectations; work with data and measurement teams to ensure measures are accurate, timely, and tied to business outcomes.
• Analyze performance, report insights, and use findings to optimize or create experiences, with comprehensive tracking through automated reporting and data visualizations.
• Manage direct reports, including onboarding, training, coaching, feedback, recognition, performance management, and career development.
• Lead and mentor cross-functional development and delivery teams, set standards, and align their 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
• Annual bonus eligibility
• 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

What This Job Offers

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