Senior Director, Customer Experience

T-Mobile is in pursuit of exceptional talent to join our executive team. We’re committed to excellence and innovation, and we are on the lookout for a leader who can steer our company towards new heights of success. In this pivotal role, you will be responsible for driving strategic initiatives and leading a talented team of professionals. The ideal candidate will possess a proven track record of success, demonstrating a keen ability to navigate complex challenges and capitalize on emerging opportunities.

As a key member of our executive team, you will play a crucial role in shaping and executing our organizational strategy and contributing to our continued growth and market leadership. Join us in our commitment to driving innovation, inspiring collaboration, fostering a positive company culture, and achieving unparalleled success.

The Sr Director, Customer Experience leads the design and optimization of customer purchase journeys across all segments, ensuring each interaction is simple, intuitive, and digitally enabled. This role creates and maintains the end-to-end experience blueprint for activations, upgrades, and service transactions, driving consistency and operational feasibility across platforms. By identifying and eliminating friction points, the Sr Director significantly reduces customer effort and accelerates the shift to digital-first solutions.

Collaboration with Product, Digital, Marketing, Retail, Care, and Technology teams ensures unified execution of customer-centered strategies. Through these efforts, the role delivers substantial business impact, supporting T-Mobile’s digital transformation and achieving significant annual savings.

• Leads the design and optimization of end to end customer journeys to ensure interactions are simple, intuitive, and digitally enabled across all customer segments.
• Identifies and eliminates friction points within customer journeys to reduce customer effort and accelerate the shift to digital-first solutions.
• Collaborates with Product, Digital, Marketing, Retail, Care, and Technology teams to ensure unified execution of customer-centered strategies.
• Monitors and analyzes customer experience metrics to assess effectiveness and inform continuous improvement efforts.
• Develops and implements best practices for customer experience management to ensure operational feasibility and scalability.

• Participates in other duties or projects as assigned by business management as needed.

• Bachelor's Degree in Business Administration, Marketing, or Related Field (Required)
• Master's Degree in Business Administration, Marketing, Customer Experience Management, or Related Field (Preferred)
• 10+ years leading cross-functional teams to design and optimize customer experience strategies across digital and physical channels (Required)
• 7-10 years developing and implementing end-to-end customer journey blueprints, including activations, upgrades, and service transactions (Required)
• 7-10 years collaborating with Product, Digital, Marketing, Retail, Care, and Technology teams to drive unified customer-centered initiatives and digital transformation (Required)

• Expertise in designing and optimizing customer journeys to ensure a seamless, intuitive, and digitally enabled experience across all segments.
• Proven ability to collaborate with Product, Digital, Marketing, Retail, Care, and Technology teams to drive unified execution of customer-centered, digital-first strategies.
• Ability to create and maintain end-to-end experience blueprints and drive consistency and operational feasibility across platforms.
• Skill in identifying and eliminating friction points in customer interactions to reduce effort and accelerate digital-first solutions.
• Strong leadership skills to guide cross-functional teams and influence organizational change supporting digital transformation.
• Ability to analyze customer data and operational metrics to measure business impact and identify opportunities for improvement.
• Expertise in leading change initiatives that accelerate the shift to digital-first solutions and…