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Product Analyst, Self-service Client Experience
4 months ago
There is a place for you at T. Rowe Price to grow, contribute, learn, and make a difference. We are a premier asset manager focused on delivering global investment management excellence and retirement services that investors can rely on today and in the future. The work we do matters. We invite you to explore the opportunity to join us and grow your career with us.
Role Summary
As a Product Analyst on the Self-Service Team within the Individual Investors Client Experience (IICX) organization, this role leverages data and research to surface insights to inform the strategy around the Interactive Help product family, helping clients help themselves. The Analyst will optimize the findability and guided help experiences within the authenticated web and mobile platforms inclusive of virtual assistant, self-service search and message center. The Product Analyst will analyze implicit and explicit client behavior to mature the capabilities and close gaps related to unmet content and functionality needs for self-service. Reporting to the Senior Product Owner for Cross-Channel Service, this role works alongside a cross-functional team of colleagues from technology, design, content and data to advance efforts from research through delivery. This is a unique opportunity to translate business needs into progressive and innovative technical solutions and process improvements to help excite and delight Individual Investing clients at T. Rowe Price.
**Responsibilities**:
- Solutions Delivery— Supports refinement activities within a product team, specifically defining and writing user stories, acceptance criteria, and user interface design for platform and product enhancements; activities to include obtaining acceptance and alignment from stakeholders for the recommended enhancements, documenting requirements along with prioritization, user acceptance testing, and working with technology teams to deliver enhancements that generate business value.
- Assessing Client Experience— Analyzes user behavior and feedback to validate that products work as desired relative to key performance indicators. Regularly reviews quantitative and qualitative performance indicators, including operational metrics, client surveys, direct client feedback, and associate feedback, escalating issues to product owners as necessary. Leverages understanding of competitive landscape to identify and propose changes to enhance experience.
- Business Analytics— Provides consultative support to product owners and other stakeholders as it relates to existing and potentially new deliverables to enhance client experiences. Shares findings and provides business insight to product owners as needed. Works closely with platform analysts to interpret data and uses insight to inform necessary changes.
Qualifications:
Required:
- Bachelor's degree or the equivalent combination of education and relevant experience AND
- 2+ years of total relevant work experience
- Preferred Qualifications- Advanced degree in business or related field or an MBA.-
- An interest in and/or experience with artificial intelligence-
- 5+ years of experience as a business analysis or a related field.-
- Exceptional analytical and conceptual thinking skills.-
- Excellent planning, organizational, and time management skills.The ability to influence stakeholders and work closely with them to determine acceptable solutions.-
- Experience creating detailed reports and giving presentations.-
- A history of leading and supporting successful projects.- FINRA Requirements
- FINRA licenses are not required and will not be supported for this role.
- Work Flexibility
- This role is eligible for remote work up to two days a week.
Commitment to Diversity, Equity, and Inclusion:
We strive for equity, equality, and opportunity for all associates. When we embrace the power of diversity and create an environment where people can bring their authentic and best selves to work, our firm is stronger, and we create greater value for our clients. Our commitment and inclusive programming aim to lift the experience for each associate and builds allies for our global associate community. We know that a sense of belonging is key not only to your success at the firm, but also to your ability to bring your best each day.
Benefits: We invest in our people through a wide range of programs and benefits, including:
- Competitive pay and bonuses as well as a generous retirement plan and employee stock purchase plan with matching contributions
- Flexible and remote work opportunities
- Health care benefits (medical, dental, vision)
- Tuition assistance
- Wellness programs (fitness reimbursement, Employee Assistance Program)
Our policies may change as our working lives evolve. Yet, our commitment to supporting our associates’ well-being and addressing the needs of our clients, business, and communities is unwavering.
T. Rowe Price is an equal opportunity employer and values diversity of thought, gender, and rac
