Sr Customer Experience Manager- Customer Journey

Overview

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!

This role leads the development and execution of customer experience strategies to deliver differentiated service across multiple channels. It manages strategic planning and process optimization to enhance project rollouts and operational efficiency. The role collaborates with senior management across enterprise departments to align customer experience initiatives with organizational objectives. Success is measured by the effectiveness of tactical strategies in meeting company goals and improving customer satisfaction.

The work impacts the organization by ensuring consistent, customer-focused solutions that support business growth and service quality.

• Lead the development and execution of customer experience strategies to improve service delivery across channels
• Manage process optimization efforts to enhance project rollouts and operational efficiency
• Collaborate with senior management to align customer experience initiatives with organizational goals
• Oversee analysis and resolution of product issues affecting customers and employees
• Provide coaching, feedback, and career development guidance to team members
• Prepare and communicate departmental updates on key projects and performance metrics
• Also responsible for other duties/projects as assigned by business management as needed
• Strong understanding of planning, customer retention, and customer experience methods
• Strong proficiency in Customer Journeys

• Bachelor's Degree and 7 years of related work experience OR a combination of education and experience deemed equivalent (Required)
• 4-7 years Wireless experience required. (Preferred)
• 4-7 years Leadership experience. (Preferred)
• 4-7 years Analytical experience. (Preferred)

• Microsoft Office (Required) – Including advanced skills in MS PowerPoint (C-Suite Presentations), and MS Excel (Formulas)
• Basic understanding experience with MS SQL (Preferred)
• Strong problem-solving capability and proficiency in root cause analysis (Required) along with ability to present findings to executives and complete postmortem analysis
• Cross Functional Leadership (Required)
• Vendor Management Experience (Preferred)
• Churn Reduction Experience (Preferred)

Travel
:
Travel Required (Yes/No):
Yes

DOT Regulated
: DOT Regulated Position (Yes/No):
No

Safety Sensitive Position
:
Safety Sensitive Position (Yes/No):
No

Base Pay Range: $79,900 - $144,100;
Corporate Bonus Target: 15%.

The pay range above is the general base pay range for a successful candidate in the role. The actual pay will be based on location, qualifications, and experience, and may vary within this range. At T-Mobile, employees in regular roles are eligible for annual bonuses or incentives based on role and performance. Some positions may be eligible for monthly bonuses based on individual and/or team performance.

For pay lookup by hiring location, please refer to paylookup similarly provided by the company.

Benefits exemplify the spirit of One Team, Together. Full- and part-time employees have access to medical, dental, and vision insurance, Flexible Spending Account, 401(k), employee stock grants, employee stock purchase plan, paid time off, and up to 12 paid holidays. Other benefits include paid parental and family leave, family building benefits, back-up care, childcare support, tuition assistance, college coaching, disability and life/AD&D coverage, voluntary benefits, and discounts on mobile service and home internet.

We also offer mobile service and home internet discounts, pet insurance, and commuter/transit programs. To learn about T-Mobile’s benefits, visit the benefits page at

Never stop growing. The Un-carrier encourages career growth and values an inclusive environment. By applying, you’re aligning with our values and investing in your career growth. T-Mobile USA, Inc. is an Equal Opportunity Employer. All decisions concerning employment will be made without regard to a broad list of protected characteristics. We support reasonable accommodation requests in the application or interview process;

please contact Applic or for accommodations.