Principal Customer Experience Manager

T-Mobile•Overland Park, KS

2d•$96,200 - $173,600•Onsite

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 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)
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 summarily and persuasive manner (Required)
Fluency in the use of all MS Office applications (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 (Preferred)
8+ 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