Business Analysis Manager - Omnichannel Customer Experience & Frontline Insights

T-Mobile•Bellevue, WA

41d•Hybrid

About The Position

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 is not a remote position. T-Mobile is a hybrid work environment requiring work in the office three (3) days per week. The successful candidate will be located in the greater Seattle, Washington area. Job Overview The Business Analysis Manager will be a part of the Omnichannel Customer Experience & Frontline Insights Team and be responsible for delivering actionable insights that guide strategic and operational decisions across T-Mobile. This role leads advanced analytics and reporting using tools like data mining, BI platforms, and enterprise AI (e.g., ChatGPT). Partnering with cross-functional teams-including marketing, product, and digital business managers-they develop customer-centric recommendations and support complex modeling initiatives. They also help design scalable reporting structures and synthesize data from behavioral, transactional, and survey sources to uncover insights that enhance customer experience. The ideal candidate is skilled in data architecture, cross-platform analytics, and turning complex data into compelling, decision-ready narratives. T-Mobile requires U.S. citizenship for certain roles within the organization. This role requires U.S. citizenship. Individuals hired into this role will be required to submit documentation proving U.S. citizenship within the first 7 days of hire - failure to do so will result in termination.

Requirements

Bachelor's Degree Data analysis, data science, similar quantitative fields or equivalent practical experience (Required)
4-7 years Working experience solving analytical problems using quantitative approaches Required
4-7 years Working experience reporting and analyzing performance & dta visualization (Tableau, Power BI, etc.) Required
4-7 years Working experience in advanced analytics, which includes SQL analysis of complex datasets, competitive analysis, quantitative analysis & research Required
2-3 years Experience interpreting customer sentiment and survey results (e.g., SAT/NPS).Requiired
2-3 years Experience using or training others on AI platforms (e.g., ChatGPT Enterprise). Required
Data Analysis Exceptional at using wide ranging datasets to deliver broad analysis and insights to maximize value creation and return on investment. (Required)
Problem Solving Identifies root causes and translates complex issues into clear, data-driven solutions that drive business impact. (Required)
Communication Ability to manage relationships, influence and communicate complicated analysis, logic, and solutions in a clear and concise manner and provide decision support, analysis and recommendations that help to drive effective execution of initiatives. (Required)
Data Integration & Warehousing Experience joining disparate data sources to enable unified analytics.(Required)
Survey Data Analysis Expertise in interpreting SAT, NPS, and other VOC metrics. (Required)
AI Fluency Comfortable using generative AI tools like ChatGPT for summarization, ideation, and workflow enhancement. (Required)
Storytelling with Data Ability to frame insights into compelling narratives that drive business outcomes. (Required)
At least 18 years of age
Legally authorized to work in the United States

Nice To Haves

Working experience with Python, R, Go or similar statistics or data science language preferred.
Telecommunications Preferred

Responsibilities

Interact with various teams across the T-Mobile to provide insights, analysis and recommendations that deliver data-driven, optimized experiences. Integrate behavioral, transactional, and survey data from multiple sources to produce comprehensive analytics on customer journeys and experiences.
Serve as a key point of contact in providing data and reporting solutions to drive enterprise results, including reports, dashboards, visuals, and self-service environments. Develop and automate workflows and dashboards that merge data from structured and unstructured sources, including survey data and sentiment.
Utilize analytical and modeling capability to enhance decision making across a range of options and present findings and recommendations for prioritization of resources to all levels of the organization. Use enterprise AI tools like ChatGPT to generate executive summaries, detect patterns, and accelerate insight development.

Benefits

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.
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.
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.
eligible employees can also receive mobile service & home internet discounts, pet insurance, and access to commuter and transit programs!

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