CX Strategy Leader

T-MOBILE USA, Inc.; Overland Park (KS); On-site; USD 96,000 - 174,000; Full time

Benefits offered by this job

Medical Benefits

401(k) Plan

Stock Grants

Stock Purchase Plan

Paid Time Off

Paid Holidays

Parental Leave

Job summary

T-Mobile USA, Inc. is seeking a Principal Customer Experience Manager to own the end-to-end consumer case management experience across assisted, digital, and AI-enabled channels.

You will direct investments, coordinate with Product, IT, UX, Digital, Training, Readiness, and Care to deliver a consistent, measurable experience for customers and employees. The role requires 7+ years in related work with strong business analysis, program management, and cross-functional leadership.

Qualifications

• Bachelor's Degree and 7 years of related work experience OR a combination of education and experience deemed equivalent (Required)
• 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 with experience modeling business processes (Preferred)
• Prior experience supporting Frontline Operations across multiple lines of 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

Skills

Business Analysis

Communication

Cross-Functional PM

Customer Experience Mgmt

Customer Needs

Program Management

Risk Management

Stakeholder Management

Strategic Thinking

Education

Bachelor's Degree

Business Administration

Marketing

Communications

Job description

T-Mobile USA, Inc. is seeking a Principal Customer Experience Manager to own the end-to-end consumer case management experience across assisted, digital, and AI-enabled channels.

You will direct investments, coordinate with Product, IT, UX, Digital, Training, Readiness, and Care to deliver a consistent, measurable experience for customers and employees. The role requires 7+ years in related work with strong business analysis, program management, and cross-functional leadership.