Senior Client Experience Manager, Advisor Digital Product Strategy

T. Rowe Price • Baltimore, MD

1d • 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—and the digital tools advisors use for research and due diligence. The role serves as the digital advisor experience leader for Model Portfolios, a major firm growth priority. In partnership with senior leaders across Investments, Product, Marketing, and Technology, the manager will develop strategies that drive advisor adoption through digital channels and translate advisor and client needs and behavior into digital experiences, product strategy, development, and services.

As a digital client experience consultant to multiple business teams, the manager will recommend and execute priorities that reach advisors and their clients and deliver business value. The role guides cross-functional partners from strategy through delivery, measures outcomes using data, and manages a small team of direct reports. It is eligible for hybrid work, with up to one day per week from home.

Requirements

• Bachelor’s degree or equivalent combination of education and relevant experience.
• At least 8 years of total relevant work experience, including client or customer experience, digital product management, or digital strategy experience.
• 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 customer experience methods such as journey mapping, service blueprinting, segmentation and persona development, and facilitated workshops.
• Strong analytical skills, including sourcing and analyzing database data 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 analyze 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 enable scalable, needs-driven experiences across channels, touchpoints, and systems.
• Provide development 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 align resources.
• Recommend operational and compliance process changes; ensure annual legal and compliance reviews are completed and experiences are updated for regulatory changes.
• Establish metrics and governance routines to track advisor and client perceptions, behaviors, expectations, and business outcomes.
• Analyze performance, report insights, and optimize existing experiences or create new ones using comprehensive tracking, automated reporting, and data visualizations.
• Manage direct reports, including onboarding, training, coaching, feedback, recognition, performance management, and career development.
• Lead and mentor cross-functional teams responsible for development and delivery, aligning their work with experience strategy and business priorities.
• Build and champion client-centric capabilities 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