Head Of Platform Measurement

T-Mobile; New York (NY); On-site; USD 128,700 - 232,300; Full time

Benefits offered by this job

Medical, dental, and vision insurance

401(k)

Paid parental and family leave

Tuition assistance

Employee stock grants

Job summary

T-Mobile is seeking a Customer Experience Lead to measure and analyze customer experiences to guide organizational strategies. This role involves designing comprehensive measurement frameworks, mentoring teams, and collaborating with cross-functional partners to enhance customer satisfaction.

The successful candidate will leverage both quantitative and qualitative data and must have a Bachelor's Degree and extensive experience in customer experience dynamics. Join T-Mobile and help drive continuous improvement in service quality!

Qualifications

• 7 years of related work experience or equivalent.
• 4-7 years in service strategy development or customer experience is preferred.
• Strong leadership capability to inspire cross‑functional teams.

Responsibilities

• Develop a customer experience measurement framework.
• Analyze customer data to improve processes and service.
• Monitor customer experience initiatives' impact.

Skills

Business Process Design

Cross‑Functional Project Management

Customer Experience Design

Customer Experience Management

Customer Experience Metrics

Data Analysis

Leadership

Stakeholder Management

Strategic Thinking

Education

Bachelor's Degree

Job description

Job Overview

This role leads the measurement and analysis of customer experience to inform organizational improvements and strategies. It involves designing measurement frameworks, analyzing data, and collaborating with cross‑functional teams to enhance customer satisfaction. The role is distinguished by its integration of quantitative and qualitative data to generate actionable insights and guide decision‑making. Success is measured by the accuracy of customer experience assessments, effectiveness of insights, and impact on customer satisfaction metrics. The work directly influences organizational strategies and customer interactions, driving continuous improvement in service quality.

Job Responsibilities

• Develop and maintain a comprehensive customer experience measurement framework using quantitative and qualitative metrics to guide organizational strategy
• Analyze customer data to identify trends and provide actionable insights that support improvements in processes, service, and technology
• Monitor and evaluate the impact of customer experience initiatives, refining strategies to ensure ongoing enhancement of customer satisfaction
• Lead and mentor a team to achieve performance goals and foster a collaborative environment focused on growth and development
• Collaborate with cross‑functional partners and senior leadership to align customer experience strategies with organizational objectives
• Also responsible for other duties/projects as assigned by business management as needed

Education and Work Experience

• Bachelor's Degree and 7 years of related work experience OR a combination of education and experience deemed equivalent (Required)
• 4-7 years Proven experience in service strategy development, customer experience, or related roles. (Preferred)
• 2-4 years Strong leadership experience with the ability to lead and inspire cross‑functional teams. (Preferred)
• 2-4 years Comprehensive understanding and experience in customer service dynamics, operational processes, and industry best practices. (Preferred)

Knowledge, Skills and Abilities

• Business Process Design (Required)
• Cross‑Functional Project Management (Required)
• Customer Experience Design (Required)
• Customer Experience Management (Required)
• Customer Experience Metrics (Required)Data Analysis (Required)
• Leadership (Required)
• Stakeholder Management (Required)
• Strategic Thinking (Required)
• At least 18 years of age
• Legally authorized to work in the United States

Travel

Travel Required: Yes

DOT Regulated

DOT Regulated Position: No

Safety Sensitive Position: No

Base Pay Range

$128,700 - $232,300

Corporate Bonus Target

20%

The pay range above is the general base pay range for a successful candidate in the role. The successful candidate’s actual pay will be based on various factors, such as work location, qualifications, and experience, so the actual starting pay will vary within this range.

Benefits

At T-Mobile, our benefits exemplify the spirit of One Team, Together! A big part of how we care for one another is working to ensure our benefits evolve to meet the needs of our team members. Full and part-time employees have access to the same benefits when eligible. We cover all of the bases, offering 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. We don't stop there – eligible employees can also receive mobile service and home internet discounts, pet insurance, and access to commuter and transit programs! To learn about T-Mobile’s amazing benefits, check out www.t-mobilebenefits.com.

T-Mobile USA, Inc. is an Equal Opportunity Employer. All decisions concerning the employment relationship will be made without regard to age, race, ethnicity, color, religion, creed, sex, sexual orientation, gender identity or expression, national origin, religious affiliation, marital status, citizenship status, veteran status, the presence of any physical or mental disability, or any other status or characteristic protected by federal, state, or local law. Discrimination, retaliation or harassment based upon any of these factors is wholly inconsistent with how we do business and will not be tolerated.

Talent comes in all forms at the Un‑carrier. If you are an individual with a disability and need reasonable accommodation at any point in the application or interview process, please let us know by emailing [e-mail] or calling 1‑844‑873‑9500. Please note, this contact channel is not a means to apply for or inquire about a position and we are unable to respond to non‑accommodation related requests.