Senior Client Experience Manager

5 days ago

Owings Mills, Maryland, United States T. Rowe Price Full time

Role Summary

T. Rowe Price is seeking a seasoned Senior Client Experience Manager to lead our Advisor Personalization strategies. This role is integral to our multi-year digital transformation, involving various Adobe marketing technologies, data services, and other vendors. The successful candidate will lead the discovery, development, and implementation of the Personalization strategy and roadmap, analyzing client segments to identify opportunities, determining technical requirements to accurately target groups of clients, and consulting with internal and external partners to drive business results.

Key Responsibilities

Experience Discovery

  • Document and analyze the current state of the customer experience.
  • Identify business problems and opportunities to drive business value via use cases and user journeys.
  • Lead UX and marketing teams to identify gaps and solutions for targeting defined segments.
  • Consult with data experts and document digital assets to measure experience performance and testing scenarios.

Experience Design

  • Lead stakeholders, SMEs, creative resources, and activation partners to document desired customer experiences.
  • Consider cross-channel interactions and prioritize competing experiences.
  • Provide creative resources with template specifications and technical requirements to development teams.

Experience Delivery

  • Write and maintain clear, integrated requirements for each personalized experience, including data attributes for segmentation.
  • Validate segments and content in testing environments to ensure accuracy.
  • Communicate blockers or dependencies to the manager.
  • Adhere to Agile best practices and utilize tools and technology for experience delivery.
  • Ensure annual legal and compliance reviews and adjust experiences as necessary due to regulatory changes.

Experience Measurement

  • Coordinate with solution consultants and data measurement teams to ensure accurate, timely, and relevant experience metrics.
  • Analyze performance, provide reports, and identify observations to optimize performance or generate new experiences.
  • Specify technical requirements for custom analytics events and signals.
  • Ensure comprehensive tracking through automated reports and create data visualizations as needed.

Coaching and Mentoring

  • Supports leadership in the onboarding, training, and ongoing coaching of product owners and analysts.
  • Recognizes associates as appropriate and, at times, may provide feedback in support of development goals.
  • Will also lead and mentor a cross-functional Agile team when serving in a product owner capacity.

Requirements

Required

  • Bachelor's degree or the equivalent combination of education and relevant experience.
  • 8+ years of total relevant work experience.

Preferred

  • Experience or familiarity with Adobe marketing technology or similar for content management, analytics, personalization, experimentation, email, and/or digital marketing.
  • Ability to lead and influence cross-functional projects/workstreams.
  • Excellent written and interpersonal communication skills and ability to effectively connect with all levels of the organization.
  • Strong analytical skillset and ability to source and analyze data from databases.
  • Agile certifications or familiarity with principles.
  • Strong project management skills with the ability to manage multiple initiatives simultaneously.

Commitment to Diversity, Equity, and Inclusion

T. Rowe Price is committed to creating an inclusive and equitable work environment where all associates feel valued and empowered to contribute their best work. We strive to attract, retain, and develop a diverse workforce that reflects the communities we serve.

Benefits

T. Rowe Price offers a comprehensive benefits package, including competitive pay, bonuses, and a generous retirement plan. We also offer flexible work arrangements, health care benefits, tuition assistance, and wellness programs.

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