Principal Customer Experience Manager

T-Mobile • Overland Park, KS

18h • Hybrid

About The Position

The Principal Customer Experience Manager operates as a business owner for assigned customer journeys, with deep accountability for experience quality, customer outcomes, and business performance. This role plays a critical leadership position in shaping T-Mobile’s Digital Unassisted and Assisted Purchase journeys, ensuring experiences are customer-first, scalable, and aligned to long-term business objectives. This leader brings a strong balance of strategic thinking, data-driven decision-making, and cross-functional influence, operating effectively in a highly matrixed environment. The role requires deep understanding of how customers, frontline teams, processes, and technology intersect, and the ability to simplify complexity while driving measurable outcomes. The Principal Customer Experience Manager is expected to act as a digital experience SME, proactively identify customer and frontline pain points, influence prioritization and investment decisions, and guide teams toward solutions that improve conversion, satisfaction, operational efficiency, and long-term platform health.

Requirements

• Bachelor’s degree or equivalent relevant experience (Required)
• 8+ years of experience in customer experience, product, process, or digital transformation roles (Required)
• Proven experience leading complex, cross-functional initiatives across multiple enterprise teams (Required)
• Strong background in process design, experience optimization, and business performance improvement (Required)
• Strong ability to connect business strategy, customer experience, and technology decisions into clear, actionable direction
• Proven success influencing without authority in highly matrixed organizations
• Advanced storytelling and communication skills, including confidence presenting to senior and executive leadership
• Deep understanding of product development process , customer journey mapping, and frontline enablement
• Data-driven mindset with the ability to translate insights into decisions and outcomes
• Systems thinker with a bias toward simplification and scalability
• Strong facilitation, problem-solving, and relationship-building skills
• At least 18 years of age
• Legally authorized to work in the United States

Nice To Haves

• Demonstrated success owning and improving customer and frontline experiences in digital, retail, or service environments (Preferred)
• Experience partnering closely with Frontline Operations (Retail, Care, Virtual Retail, or similar) and Product, IT and/or Engineering (Preferred)

Responsibilities

• End-to-End Journey Ownership & Strategy
• Fully own assigned customer journeys end-to-end, operating with a business-owner attitude beyond feature delivery.
• Define, evolve, and implement journey strategies grounded in customer needs, frontline realities, performance analytics, and enterprise priorities.
• Ensure sustained value post-launch through continuous measurement, learning, and iteration.
• Customer, Frontline & Performance Insight Leadership
• Maintain a constant pulse on customer and frontline pain points using performance analytics, NPS, call/contact drivers, and listening tools .
• Diagnose root causes behind metric movement (e.g., conversion, fallout, CPA, satisfaction) and clearly articulate what is working, what is not, and why.
• Translate insights into prioritized, outcome-driven recommendations that improve both experience and business performance.
• Cross-Functional Influence & Delivery Leadership
• Lead through influence across Product, Design, Engineering, Marketing, Analytics, Operations, and Field teams to align on priorities, sequencing, and trade-offs.
• Clearly communicate the “why,” expected outcomes, risks, and constraints to enable efficient execution and shared accountability.
• Serve as a trusted thought partner to senior leaders, shaping direction and helping drive informed “what not to do” decisions to protect capacity and strategy.
• Simplification, Stewardship & Innovation
• Proactively find opportunities to simplify processes, experiences, and technology , reducing friction, cost, and operational complexity.
• Challenge legacy approaches and advocate for digital-first, scalable solutions that preserve customer trust and business integrity.
• Balance innovation with principled stewardship of technology investment and enterprise resources.

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!

What This Job Offers

• Job Type: Full-time
• Career Level: Principal