Sr Customer Experience Manager- Customer Journey| Multiple Openings

T-Mobile • Frisco, WA

2d

About The Position

This role leads the development and execution of customer experience strategies to deliver differentiated service across multiple channels. It manages strategic planning and process optimization to enhance project rollouts and operational efficiency. The role collaborates with senior management across enterprise departments to align customer experience initiatives with organizational objectives. Success is measured by the effectiveness of tactical strategies in meeting company goals and improving customer satisfaction. The work impacts the organization by ensuring consistent, customer-focused solutions that support business growth and service quality.

Requirements

• Strong understanding of planning, customer retention, and customer experience methods
• Strong proficiency in Customer Journeys
• Bachelor's Degree and 7 years of related work experience OR a combination of education and experience deemed equivalent (Required)
• Microsoft Office (Required) – Including advance skills in MS PowerPoint (C-Suite Presentations), and MS Excel (Formulas)
• Strong problem-solving capability and proficiency in root cause analysis (Required) along with ability to present findings to executives and complete postmortem analysis
• Cross Functional Leadership (Required)

Nice To Haves

• 4-7 years Wireless experience required.
• 4-7 years Leadership experience.
• 4-7 years Analytical experience.
• Basic understanding experience with MS SQL
• Vendor Management Experience
• Churn Reduction Experience

Responsibilities

• Lead the development and execution of customer experience strategies to improve service delivery across channels
• Manage process optimization efforts to enhance project rollouts and operational efficiency
• Collaborate with senior management to align customer experience initiatives with organizational goals
• Oversee analysis and resolution of product issues affecting customers and employees
• Provide coaching, feedback, and career development guidance to team members
• Prepare and communicate departmental updates on key projects and performance metrics
• Also responsible for other duties/projects as assigned by business management as needed

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: Mid Level