Principal Customer Experience Manager

Job Overview This role is essential for defining and orchestrating the customer experience to align with business strategies and goals. It involves analyzing business architecture and leveraging organizational interdependencies to improve customer interactions and processes. The role differentiates itself by modeling interactions among people, processes, and technology to guide strategic decisions. Success is measured by the ability to influence customer experience improvements, resolve pain points, and support business objectives through cross-functional collaboration. The work impacts the organization by enhancing customer satisfaction and aligning frontline experiences with overall business success. Job 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 Education and Work Experience 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 (preference for both) with experience modeling business processes using a variety of tools and techniques (Preferred) Prior experience supporting Frontline Operations across multiple lines of Business (example; Retail, Dealer, Care, Telesales, Business to 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) Knowledge, Skills and Abilities The ability to articulate the relationship between business strategy, customer experience and technology strategies (Required) The ability to recognize structural issues within the organization, functional interdependencies and cross-silo redundancies. Those issues may exist in role alignment, process gaps and overlaps, and business capability maturity gaps (Required) A broad, enterprise-wide view of the business and varying degrees of appreciation for strategy, processes and capabilities, enabling technologies, and governance (Required) Team player able to work effectively at all levels of an organization with the ability to influence others to move toward consensus. Strong facilitation and problem-solving skills are necessary (Required) Excellent communication skills, both written and oral, and the ability to convey results in a summarily and persuasive manner (Required) Fluency in the use of all MS Office applications (Required) Eligibility At least 18 years of age Legally authorized to work in the United States Travel Travel Required (Yes/No): Yes DOT Regulated DOT Regulated Position (Yes/No): No Safety Sensitive Position (Yes/No): No Pay Range & Bonus Base Pay Range: $96,200 - $173,600 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. At T-Mobile, 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. Certain positions in Customer Care are eligible for monthly bonuses based on individual and/or team performance. To find the pay range for this role based on hiring location, click here. 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 & home internet discounts, pet insurance, and access to commuter and transit programs! To learn about T-Mobile’s amazing benefits, check out EEO Statement 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. #J-18808-Ljbffr T-Mobile