Client Experience Manager

Posted 20 Days Ago
Be an Early Applicant
Baltimore, MD, USA
In-Office
87K-185K Annually
Senior level
Financial Services
The Role
Serve as product owner for digital experiences targeting US financial advisors: define requirements, prioritize backlog, partner with Agile teams and stakeholders, use analytics and user feedback to improve usability, provide operational support and troubleshooting.
Summary Generated by Built In

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

We are seeking a highly collaborative and client-focused professional to help shape and enhance digital experiences for US financial advisors and intermediary clients. In this role, you will serve as a product owner for key digital tools and experiences, partnering closely with stakeholders, technology teams, and clients to identify opportunities, define solutions, and drive execution.

You will help manage and evolve web-based experiences including login and registration, subscription services, advisor planning and analysis tools, online scheduling capabilities, and other digital solutions. This role combines product ownership, project management, stakeholder engagement, operational support, and data-driven decision making to improve user experiences and deliver business value.

This is an opportunity to influence product strategy and roadmap development through user feedback, analytics, experimentation, and continuous improvement. The role may evolve over time based on business priorities and strategic needs.
 

Responsibilities

  • Serve as the product owner for assigned digital products and initiatives, partnering with stakeholders to identify business needs, define requirements, and prioritize enhancements.
  • Support advisor digital tools and experiences, including areas such as login and registration, subscription services, online scheduling, and planning and analysis tools.
  • Work closely with an Agile development team throughout the product lifecycle, including requirements gathering, user story development, backlog prioritization, testing, deployment, and post-launch support.
  • Partner with the business and client to define requirements for projects, manages the end-to-end process of completing the project, and help guide the internal decision-making process. Keeps both internal and external teams up to date on the timeline and progress of projects.
  • Collaborate with business partners, technology teams, and end users to develop solutions that improve usability, engagement, operational efficiency, and overall client experience.
  • Leverage data, analytics, user feedback, and research to identify opportunities and recommend enhancements that support business objectives.
  • Analyze trends and performance metrics to measure success, support reporting needs, and identify opportunities for continuous improvement.
  • Provide operational support for digital experiences, including troubleshooting and resolving user issues, coordinating with technology teams, and communicating with internal partners and external users, when needed.

Qualifications

Required:

  • Bachelor's degree or equivalent combination of education and relevant experience.
  • 5+ years of relevant professional experience in product management, digital experience management, or a related field.

Preferred:

  • Experience working in an Agile environment, partnering with software development teams through the full product lifecycle.
  • Strong stakeholder management, communication, and relationship-building skills.
  • Analytical mindset with experience using data and insights to support decision making and prioritize enhancements.
  • Ability to manage multiple priorities and adapt to changing business needs.
  • Experience with the Adobe MarTech stack.

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

Please review the job posting for the location of this specific opportunity.

$87,000.00 - $148,000.00 for the location of: Maryland, Colorado, Washington and remote workers
$95,500.00 - $163,000.00 for the location of: Washington, D.C.
$108,000.00 - $185,000.00 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 roleBase salary is only one component of our total compensation packageEmployees 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

We value your goals and needs, at work and in life. As an associate, you’ll be supported with resources, benefits, and work-life balance so you can thrive in ways that matter to you.   

  

Featured employee benefits to enrich your life:   

  • 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.  

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.

Skills Required

  • Bachelor's degree or equivalent combination of education and relevant experience
  • 5+ years of relevant professional experience in product management, digital experience management, or related field
  • Experience working in an Agile environment, partnering with software development teams through the full product lifecycle
  • Strong stakeholder management, communication, and relationship-building skills
  • Analytical mindset with experience using data and insights to support decision making and prioritize enhancements
  • Ability to manage multiple priorities and adapt to changing business needs
  • Experience with the Adobe MarTech stack

T. Rowe Price Compensation & Benefits Highlights

The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about T. Rowe Price and has not been reviewed or approved by T. Rowe Price.

  • Retirement Support Retirement offerings are positioned as a standout, including strong 401(k) matching/contributions and related long-term savings features. Employee stock purchase options are also cited as part of the overall rewards structure that adds value beyond base pay.
  • Leave & Time Off Breadth Time-off benefits are repeatedly framed as generous, including sizeable PTO allotments and multiple paid-leave categories. This breadth of leave is described as a meaningful component of the overall rewards package.
  • Career-Linked Recognition & Rewards Annual bonuses and performance-linked rewards are described as common components of total compensation. Tuition assistance and development support are also presented as rewards that reinforce longer-term career growth.

T. Rowe Price Insights

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The Company
HQ: Baltimore, MD
10,561 Employees
Year Founded: 1937

What We Do

T. Rowe Price is an asset management firm focused on delivering global investment management excellence and retirement services that investors can rely on—now, and over the long term. Headquartered in Baltimore, Maryland, we provide an array of mutual funds, subadvisory services, separate account management, recordkeeping, and related services for individuals, advisors, institutions, and retirement plan sponsors. At T. Rowe Price, we believe in strategic investing. It has guided how we do business for more than 80 years, and it’s driven by independent thinking and rigorous research. So our clients can be confident that we’ll strive to select the right investments as we help them achieve their objectives. Strategic investing means that we don’t stop at surface level analysis. Instead, we go beyond the numbers. Our investment professionals travel the world, visiting the companies they evaluate. It’s this passion for exploration and understanding that has helped inform better decision-making and prudent risk management for our clients since its founding by Thomas Rowe Price Jr. in 1937.

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