T-Mobile

Principal Customer Experience Manager – Customer Journey

T-Mobile

full-time

Posted on:

Location Type: Office

Location: Bellevue • Kansas • Texas • United States

Visit company website

Explore more

✨ AI Apply
Apply

Salary

💰 $96,200 - $173,600 per year

Job Level

Lead

About the role

  • 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
  • Elite problem solver

Requirements

  • Bachelor's Degree and 7 years of related work experience OR a combination of education and experience deemed equivalent
  • Must be proficient and experienced in understanding Customer Journey work
  • C-Site level capabilities in MS PowerPoint are non-negotiable
  • 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
  • 4+ years’ experience in process design/management including proven success in process design, optimization, analysis and documentation (Preferred)
  • 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 summary and persuasive manner (Required)
  • Fluency in the use of all MS Office applications, including next level understanding of MS Excel (Formulas) and MS PowerPoint (Required)
Benefits
  • medical, dental and vision insurance
  • flexible spending account
  • 401(k)
  • employee stock grants
  • employee stock purchase plan
  • paid time off
  • up to 12 paid holidays
  • 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
  • voluntary long-term care insurance
  • mobile service & home internet discounts
  • pet insurance
  • access to commuter and transit programs
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
Customer Journeyproject managementprogram managementprocess designprocess optimizationbusiness process modelingbusiness analysistechnology strategyservice performance improvementcustomer experience design
Soft Skills
problem solvingcommunicationinfluencingfacilitationteam collaborationstrategic thinkinganalytical thinkingleadershipcross-functional collaborationconsensus building