Here at T. Rowe Price, a client experience transformation is underway in the individual investor business, where we aim to help more than a million direct investors thrive in retirement and in life.

The Client Experience team includes 65 product owners, product analysts, product/user experience designers, and user researchers who sit at the intersection of business strategy, data strategy, and technology strategy. Their focus: defining, designing, and building the client experience of the future.

Read on to meet Eneet Rana, Elena Reinert, Rafael Hernandez, and Jackie Russell, four associates in Client Experience (CX) who pull back the curtain on what it’s like to work in CX at T. Rowe Price.

Eneet Rana: One Team, One Mission

Eneet Rana, senior product owner for the mobile app who is based near our Owings Mills, Maryland, office, is a self-described Android ambassador and technology enthusiast. With a background in product management in the financial industry, Eneet joined the firm two years ago as a product owner and was recently promoted.

“We’re building a unified, omnichannel, client-centric experience,” Eneet said. “No matter the engagement channel—a client calling us, receiving physical mail, logging in to the website, or using the mobile apps—working to provide a seamless and consistent experience is an area of passion for me. We are all one team with one mission.”

When Eneet first joined the team, his focus was on closing functionality gaps and rebuilding the app’s infrastructure.

“I had the opportunity to plan, design, develop, release, and support the redesigned core transactions on iOS and Android platforms: buy, sell, and exchange,” he explained. “That series of initiatives was challenging but very rewarding. It wasn’t just about building a redesigned interface but also cleaning up some of the much-required ‘piping’—creating transactional experiences that are not only easy to use and maintain but also scalable.”

Now, he’s excited to take the login experience to the next level by implementing the leading-edge Passkey technology, as well as focus on other strategic initiatives.

Elena Reinert: Focus on the Customer of Tomorrow

Elena Reinert, director of self-service, is energized by her team’s remit: “The vast majority of the relationship that T. Rowe Price will have with our individual investor clients is in a self-service capacity. My team gets to own that. That’s pretty exciting.”

From a client’s mobile app experience to the investment performance dashboard to the help center, the team is focused on making the client’s omnichannel experience easy, guided, and empowering.

“You have to put yourself in the client’s shoes and appreciate their jobs to be done and their mental model,” Elena said. “What I’m looking for as we’re growing the team is people with a strategic mindset, the ability to ask questions to reframe the client perspective. That might lead to a solution that’s very different from what requestors prescribe.”

Elena, who’s based in Nashville and travels to the firm’s Maryland offices several times a year, joined T. Rowe Price last year and brings experience in nonprofit management, consulting, insurance, and financial services. 

“My team does a lot of thinking about the customer of tomorrow,” she explained. “We’re hyperfocused on the great wealth transfer, with $84 trillion transferring hands in the next 15 years. We have to think about that now.”

Rafael Hernandez: Owning the Product, End-to-End

Rafael Hernandez joined the team as a contract UX designer last year and was brought on full time soon after. Within a year, he was promoted to lead UX designer. He’s based in Miami and travels to Maryland a few times a year to collaborate with colleagues.

Rafael brought experience from a consulting firm and a large tech company. He started learning about asset management with his first project, designing the Portfolio Optimizer, a guided experience helping clients assess their asset allocation based on their risk tolerance and goals. He drew from his experience in consulting and asking questions.

“You’re learning on the fly. I was drinking from the fire hose, but there were tons of incredibly smart people who coached me through,” he recalled. “There was an openness to trying new things. They really wanted an outside perspective.”

Rafael was pleased to discover that at T. Rowe Price, the product design team has a broad scope.

“The thing I love about T. Rowe Price from a design opportunity perspective is that you get to own the end-to-end product,” he said. “You might be jumping into a workshop or design strategy or talking to leadership about their vision. You have a say in that conversation. You can touch a lot of aspects of design.”

Jackie Russell: Stability With a Dose of Fun

Jackie Russell, a Baltimore area native, came to the firm five years ago as a product owner, looking for work-life balance.

“I came from the agency scene,” recalled the now-senior product owner, who oversees lead management enablement and works in the Owings Mills, Maryland, office. “I wanted to find something more stable for my family.”

Jackie’s sister had worked at the firm for many years, so she knew T. Rowe Price’s reputation as a great place to work, but she wondered whether a financial services firm would be a good fit.

“I was the kid with pink hair. I was wondering, ‘Is this going to be culture shock?’” she said. “In the Client Experience team, it was relaxed, casual, in tune with the agency experience, just in-house.”

Jackie says her experience outside of financial services was an asset, not a hindrance. In her five years at the firm, she’s had the opportunity to work on several different products, something she values.

“I like the variety,” she said. “I find the joy in every project. I’m big on cracking jokes. It’s important to make sure it’s fun.”

Join CX at T. Rowe Price

The CX team at T. Rowe Price opens the door to exciting career opportunities for those who thrive in a creative, collaborative, mission-driven environment. You'll have the chance to engage in high-impact work with a talented and diverse team while exploring opportunities for professional growth and development. 

Hybrid roles are based in the Owings Mills, Maryland, office, which offers a college-like campus with amenities, including electric vehicle-charging stations, an on-site Starbucks and café, an on-site gym, free snacks and coffee, walking trails, and a variety of spaces built for collaboration.

Our total rewards package includes:

• Competitive compensation and eligibility for an annual bonus based on firm and individual performance
• Industry-leading retirement benefits
• Medical, prescription, and dental care; benefits for domestic partners; and gender-affirming care 
• Online therapy, counseling, and behavioral health
• Annual leave based on tenure, including 10 company holidays and allocations for vacation, illness, medical appointments, personal time, floating holidays, and volunteering
• Company-paid life and disability insurances and employee assistance programs
• Family care resources, including company-paid parental leave, fertility and adoption benefits, and backup child-care and eldercare 
• Employee stock purchase plan with company match 
• Fitness reimbursement, on-site gyms, and discounts on healthy programs
• Passes to local attractions and corporate travel rates and discounts
• Hybrid schedule and flexibility to support work-life balance
   

View open roles and apply today!