Director of Self-Service – Individual Investors Client Experience (Hybrid)

T. Rowe Price

Owings Mills, MD Nov 15
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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.

We are looking for an experienced, transformational leader to join our Client Experience team in our Individual Investors organization. The Director of Self-Service will play a critical leadership role with responsibility for setting the strategy, priorities, and leading the change required to create industry leading self-service experience. The ideal candidate has led large-scale digital transformation efforts, has a track record creating digital products and experiences at scale, brings deep expertise leading cross-functional teams, driving innovation, and improving client experience.

Why join the Individual Investors Client Experience Team?

The Individual Investors organization is on a mission to help investors reach their financial goals and deliver industry-leading client experiences. As we embark on the digital transformation needed to achieve this vision, we are growing our leadership team in the Client Experience group.  The Client Experience team drives innovation and change primarily through our B2C digital products and platforms and partners closely with our engineering, design, and other stakeholders across the organization to maximize impact and achieve client and business results. This position will report to the Head of Client Experience.

Key Responsibilities

  • Creates and leads the self-service strategy for the organization by leveraging input from clients, associates, and other stakeholders.  Distills the strategy into near-term and long-term objectives, monitors execution, market changes, and stakeholder needs
  • Partners closely with leadership across business units and disciplines to ensure that appropriate strategy and capabilities are in place to deliver on the agreed business initiatives and requirements. Recommends adjustments to meet changing needs that optimize benefits, costs, speed, and quality of delivery.
  • Leads a high-performing organization of 8+ agile development teams by providing leadership, coaching, development, and support. Where applicable, manages vendors for prioritization, planning and execution of initiatives, ensuring alignment with business objectives
  • Success will generally be measured by simplifying and improving client experience, delivering new self-service capabilities that reduce operational complexity and costs for clients and the business. Responsible for the quality, resiliency and performance of all software solutions developed
  • Drives initiatives from ideation to implementation to maximize team productivity, quality, and velocity to achieve intended objectives. Enhances and promotes best practice product delivery frameworks to enable capabilities and improvements within scope, schedule, and budget commitments
  • Maintains up-to-date knowledge of a broad range of emerging technology trends and identifies opportunities where technology might be deployed to deliver business improvements and competitive advantage

Typical Qualifications

Required

  • BA or BS degree in an applicable field such as engineering, computer science and relevant work experiences AND
  • 10+ years of experience in application/software development and delivery
  • Demonstrated track record leading complex, digital transformation programs
  • Strong knowledge of technology infrastructures, digital ecosystems, and platforms (specifically Salesforce, Adobe, and Amazon)
  • An ability to effectively communicate technical and business issues and solutions to multiple organizational levels internally and externally as needed
  • Advanced analytical and problem-solving; ability to think strategically
  • Experience developing complex business cases
  • History working with vendor partners and consultancies in the development and execution of business strategies

Preferred

  • MBA, or other industry recognized accreditation (CFP, CIMA, CPA)
  • Experience in the financial services industry
  • CSPO®, CSM®, SAFe® certified
  • Established industry network

FINRA licenses are not required for this role and will not be supported.

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 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, colour, 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.

Retirement & Stock Options Benefits
  • 401K
  • 401k with company contribution
  • Company Equity
  • Financial Planning Services
Other
  • Access to Coaching (Health, Professional, Life)
  • Charitable Donation Matching Programs
  • Community Service Programs
  • Fully Remote Options
  • Hybrid Work Options
  • Public Transportation Assistance
  • Relocation Assistance
  • Accessibility
  • Health & Wellness
  • Other
  • Parental Benefits
  • Perks & Discounts
  • Professional Development
  • PTO/Flexibility
  • Retirement & Stock Options Benefits
Accessibility
  • Accessible Building
  • Accessible Devices
  • Accessible Work Environment
  • Job Modification
  • Service Animal/Emotional Support Animal
Perks & Discounts
  • Casual Dress
  • Offsite Company Events
  • On Site Gym/Fitness
  • Snacks Provided
  • Special Discounts
Parental Benefits
  • Childcare Assistance Programs
  • Family Medical Leave
  • Nursing Room
  • Parental Leave
PTO/Flexibility
  • Commitment to Work/Life Harmony
  • Flexible Work Schedule
  • Paid Holidays
  • Paid Sick Days
  • PTO
Health & Wellness
  • Dental Insurance
  • Employee Assistance Program (EAP)
  • FSA
  • Gym Reimbursement/Discounts
  • Health Insurance
  • HRA
  • HSA
  • Life Insurance
  • Long Term Disability
  • Mental Health Benefits
  • Onsite Gym
  • Short Term Disability
  • Vision Insurance
Professional Development
  • Employee Recognition Programs
  • Training & Development Budget
  • Tuition Reimbursement
What differentiates the tech experience at T. Rowe Price from other firms? For anyone interested in a multi-cloud environment, we are the place to be. Here you will gain a lot of exposure to cloud-based technologies.   What if a job candidate doesn’t have experience working with cloud-based technology? Everything we do is in the cloud, but that doesn’t mean everyone has to come in with that specific experience. We partner with major cloud service providers and a cloud guru to provide a customized training program for new employees.   What is the internal culture like at T. Rowe Price? Our employees often say we are a global company that feels like a small company. We’re highly collaborative. There’s a positive energy and a friendly dynamic across all of our global offices. We invest in our people, encouraging them to follow their passions, both professionally and personally. Our company deeply values creativity and independent thought. Everyone, regardless of their role or tenure, makes themselves available to one another because we believe that a rising tide raises all ships. And we have fun! We host exciting events for our employees, including food trucks and DJs.   What are the benefits of a tech career at T. Rowe Price versus a small company or startup? There are many benefits to working for a company that’s been around for over 85 years. We already have an infrastructure in place and a reputable presence in the industry. The biggest benefit is that you can make a real impact here. As we invest in more technological offerings, you’ll have the chance to influence the progression of our capabilities. For a technologist just starting their career, the experience you’ll gain at T. Rowe Price is invaluable and will open other doors for you down the line. For someone who’s been in the industry for a while, you’ll be working at a place where you can see and feel the value of your contribution.   202212-2621344