Job Information
T-Mobile USA, Inc Principal Customer Experience Manager in Bellevue, Washington
At T-Mobile, we invest in YOU! Our Total Rewards Package ensures that employees get the same big love we give our customers. All team members receive a competitive base salary and compensation package - this is Total Rewards. Employees enjoy multiple wealth-building opportunities through our annual stock grant, employee stock purchase plan, 401(k), and access to free, year-round money coaches. That's how we're UNSTOPPABLE for our employees! At T-Mobile, we are committed to building an inclusive environment where all voices are valued, ideas are shared, and diverse perspectives are celebrated. We're seeking a Principal Customer Experience Manager who shares our dedication to creating exceptional customer experiences and driving strategic innovation. Job Overview The Principal Customer Experience Manager plays a pivotal role in shaping T-Mobile's Retail and Enterprise Go-to-Market strategies through a customer-centric approach. This position is instrumental in defining and orchestrating the customer experience across all touchpoints, combining strategic vision with practical execution. Strategic Leadership & Analysis Develop and execute comprehensive customer experience strategies aligned with T-Mobile's business goals and Un-carrier vision Model and analyze interactions between people, processes, and technology to guide strategic decision-making Create frameworks for sharing customer insights with business partners to influence positive change Serve as a subject matter expert for new initiative launches, overseeing customer experience considerations throughout the project lifecycle Cross-functional Collaboration Partner with Field Leadership and Operational teams to inform experience strategy across channels Present strategies and recommendations to Field and HQ Executive leadership Collaborate with cross-functional teams to solve customer pain points and drive process improvements Build and maintain strong relationships with stakeholders across the enterprise Business Architecture & Process Optimization Define and map strategic, core, and support processes to organizational goals and metrics Identify and analyze business architecture requirements to support current and future state operations Drive service interaction metric improvements by identifying and resolving process pain points Develop and implement governance frameworks for ongoing performance measurement Customer Experience Excellence Proactively identify customer experience opportunities and drive solutions through cross-functional teams Provide coaching and recommendations to enhance customer experience performance across the Enterprise Monitor and analyze evolving customer needs, implementing course corrections as needed Manage and resolve complex customer experience challenges through process improvement initiatives Education: Bachelor's Degree or additional relevant work experience may be considered in lieu of degree. (Required) Work Experience: 4 years project or program management (Required) 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 (Required) 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 (Required) Knowledge, Skills and Abilities:
