CX Strategy Leader: End-to-End Customer Experience

T-MOBILE USA, Inc.; Frisco (TX); On-site; USD 96,000 - 174,000; Full time

Benefits offered by this job

401(k)

Employee stock purchase plan

Stock grant

Paid time off

Paid holidays

Tuition assistance

Flexible benefit account

Job summary

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

You will guide tools used by frontline and back-office teams, shape digital experiences for customers to submit, track, and get updates on cases, and leverage agentic AI to accelerate handling. You’ll align stakeholders across Product, IT, UX, Digital, and Care to deliver consistent experiences.

Qualifications

• Business Analysis is required.
• Strong communication skills are required.
• Cross-functional project management experience is required.
• Customer Experience Management is required; driver for customer outcomes.
• Program management experience is required.
• Risk management experience is required.
• Stakeholder management experience is required.
• Strategic thinking and planning are essential.

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 Project Management

Customer Experience Management

Program Management

Risk Management

Stakeholder Management

Strategic Thinking

Education

Bachelor's Degree in Business Administration, Marketing, Communications or related field

4+ years project or program management (Preferred)

8+ years process design/management (Preferred)

Job description

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

You will guide tools used by frontline and back-office teams, shape digital experiences for customers to submit, track, and get updates on cases, and leverage agentic AI to accelerate handling. You’ll align stakeholders across Product, IT, UX, Digital, and Care to deliver consistent experiences.