Head Of Platform Measurement

Customer Experience Analyst

At T-Mobile, we invest in YOU! Our Total Rewards Package ensures that employees get the same big love we give our customers. All team members receive a competitive base salary and compensation package - this is Total Rewards. Employees enjoy multiple wealth-building opportunities through our annual stock grant, employee stock purchase plan, 401(k), and access to free, year-round money coaches. That's how we're UNSTOPPABLE for our employees!

• Develop and maintain a comprehensive customer experience measurement framework using quantitative and qualitative metrics to guide organizational strategy
• Analyze customer data to identify trends and provide actionable insights that support improvements in processes, service, and technology
• Monitor and evaluate the impact of customer experience initiatives, refining strategies to ensure ongoing enhancement of customer satisfaction
• Lead and mentor a team to achieve performance goals and foster a collaborative environment focused on growth and development
• Collaborate with cross-functional partners and senior leadership to align customer experience strategies with organizational objectives
• Also responsible for other duties/projects as assigned by business management as needed

• Bachelor's Degree and 7 years of related work experience OR a combination of education and experience deemed equivalent (Required)
• 4-7 years Proven experience in service strategy development, customer experience, or related roles. (Preferred)
• 2-4 years Strong leadership experience with the ability to lead and inspire cross-functional teams. (Preferred)
• 2-4 years Comprehensive understanding and experience in customer service dynamics, operational processes, and industry best practices. (Preferred)

• Business Process Design (Required)
• Cross-Functional Project Management (Required)
• Customer Experience Design (Required)
• Customer Experience Management (Required)
• Customer Experience Metrics (Required)
• Data Analysis (Required)
• Leadership (Required)
• Stakeholder Management (Required)
• Strategic Thinking (Required)

• At least 18 years of age
• Legally authorized to work in the United States

Travel:
Travel Required (Yes/No):
Yes DOT Regulated: DOT Regulated Position (Yes/No):
No Safety Sensitive Position (Yes/No):
No Base Pay Range: $128,700 - $232,300 Corporate Bonus Target: 20%

The pay range above is the general base pay range for a successful candidate in the role. The successful candidate's actual pay will be based on various factors, such as work location, qualifications, and experience, so the actual starting pay will vary within this range.

At T-Mobile, employees in regular, non-temporary roles are eligible for an annual bonus or periodic sales incentive or bonus, based on their role. Most Corporate employees are eligible for a year-end bonus based on company and/or individual performance and which is set at a percentage of the employee's eligible earnings in the prior year. Certain positions in Customer Care are eligible for monthly bonuses based on individual and/or team performance.

At T-Mobile, our benefits exemplify the spirit of One Team, Together! A big part of how we care for one another is working to ensure our benefits evolve to meet the needs of our team members. Full and part-time employees have access to the same benefits when eligible. We cover all of the bases, offering medical, dental and vision insurance, a flexible spending account, 401(k), employee stock grants, employee stock purchase plan, paid time off and up to 12 paid holidays - which total about 4 weeks for new full-time employees and about 2.5 weeks for new part-time employees annually - paid parental and family leave, family building benefits, back-up care, enhanced family support, childcare subsidy, tuition assistance, college coaching, short- and long-term disability, voluntary AD&D coverage, voluntary accident coverage, voluntary life insurance, voluntary disability insurance, and voluntary long-term care insurance.

We don't stop there - eligible employees can also receive mobile service & home internet discounts, pet insurance, and…