Principal Customer Experience Manager- Customer Journey

T-Mobile • Bellevue, WA

1d

About The Position

This role is essential for defining and orchestrating the customer experience to align with business strategies and goals. It involves analyzing business architecture, customer journeys and leveraging organizational interdependencies to improve customer interactions and processes. The role differentiates itself by modeling interactions among people, processes, and technology to guide strategic decisions. Success is measured by the ability to influence customer experience improvements, resolve pain points, and support business objectives through cross-functional collaboration. The work impacts the organization by enhancing customer satisfaction and aligning frontline experiences with overall business success.

Requirements

• Bachelor's Degree and 7 years of related work experience OR a combination of education and experience deemed equivalent (Required)
• Must be proficient and experienced in understanding Customer Journey work
• C-Site level capabilities in MS PowerPoint are non-negotiable
• The ability to articulate the relationship between business strategy, customer experience and technology strategies (Required)
• The ability to recognize structural issues within the organization, functional interdependencies and cross-silo redundancies. Those issues may exist in role alignment, process gaps and overlaps, and business capability maturity gaps (Required)
• A broad, enterprise-wide view of the business and varying degrees of appreciation for strategy, processes and capabilities, enabling technologies, and governance (Required)
• Team player able to work effectively at all levels of an organization with the ability to influence others to move toward consensus. Strong facilitation and problem-solving skills are necessary (Required)
• Excellent communication skills, both written and oral, and the ability to convey results in a summary and persuasive manner (Required)
• Fluency in the use of all MS Office applications, including next level understanding of MS Excel (Formulas) and MS PowerPoint (Required)
• At least 18 years of age
• Legally authorized to work in the United States

Nice To Haves

• Acceptable areas of study include Business Administration, Marketing, Communications or related field (Preferred)
• 4 years project or program management (Preferred)
• Experience leading complex cross functional efforts across multiple enterprise functions (Preferred)
• Extensive experience planning and deploying either business or IT initiatives (preference for both) with experience modeling business processes using a variety of tools and techniques (Preferred)
• Prior experience supporting Frontline Operations across multiple lines of Business (example; Retail, Dealer, Care, Telesales, Business to Business) (Preferred)
• Proven leader in establishing, innovating and improving customer and frontline experience processes
• 4+ years’ experience in process design/management including proven success in process design, optimization, analysis and documentation (Preferred)

Responsibilities

• Collaborate cross-functionally to link business goals, architectures, and requirements frameworks to identify customer experience opportunities
• Analyze and model interactions among people, processes, and technology to guide technology strategies and achieve business objectives
• Capture and analyze business goals and processes to suggest improvements supporting strategic and operational targets
• Identify and resolve service interaction pain points to improve service performance and align with sales metrics
• Serve as subject matter expert for customer experience considerations during new initiative launches and monitor ongoing performance
• Engage with field leadership and operational teams to inform experience strategy and provide recommendations to executive leadership
• Also responsible for other duties/projects as assigned by business management as needed
• Elite problem solver

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.
• Certain positions in Customer Care are eligible for monthly bonuses based on individual and/or team performance.
• 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.
• eligible employees can also receive mobile service & home internet discounts, pet insurance, and access to commuter and transit programs!

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees