Strategic CX Experience Leader (Cross-Channel)

T-Mobile; Overland Park (KS); On-site; USD 96,000 - 208,000; Full time

Benefits offered by this job

Annual stock grant

Employee stock purchase plan

401(k) plan

Paid time off and holidays

Job summary

T-Mobile is seeking a Principal Customer Experience Manager in the United States to own the end-to-end consumer case management experience across assisted, digital, and AI-enabled channels. You will align leadership across Product, IT, UX, Digital, Training, Readiness, and Care to deliver a consistent and measurable customer and employee experience.

Responsibilities include guiding strategies, prioritizing investments, and collaborating with field and executive teams.

Qualifications

• Bachelor's degree and 7 years of related work experience.
• Study areas: Business Administration, Marketing, Communications or related field.
• 4 years project or program management (Preferred).
• Experience leading complex cross-functional efforts across multiple enterprise functions (Preferred).
• Experience deploying business or IT initiatives and modeling business processes.
• 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 design, optimization, analysis and documentation (Preferred).

Responsibilities

• Collaborate cross-functionally to identify CX opportunities.
• Analyze and model interactions among people, processes, and technology to guide technology strategies.
• Capture and analyze business goals and processes to suggest improvements.
• Identify and resolve service interaction pain points to improve service performance.
• Serve as subject matter expert for CX during new initiative launches and monitor performance.
• Engage with field leadership and operational teams to inform CX 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

Customer Needs Identification

Program Management

Risk Management

Stakeholder Management

Strategic Thinking

Leadership

Education

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

5+ years project or program management experience (Preferred)

Tools

MS Visio

Process modeling tools

CRM systems

Job description

T-Mobile is seeking a Principal Customer Experience Manager in the United States to own the end-to-end consumer case management experience across assisted, digital, and AI-enabled channels. You will align leadership across Product, IT, UX, Digital, Training, Readiness, and Care to deliver a consistent and measurable customer and employee experience.

Responsibilities include guiding strategies, prioritizing investments, and collaborating with field and executive teams.