Principal Customer Experience Manager

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** This is not a remote position. T-Mobile is a hybrid work environment requiring work in the office three (3) days per week. The successful candidate will be located in either the greater Overland Park, KS or Seattle, WA areas.**

The Principal Customer Experience Manager operates as a business owner for assigned customer journeys, with deep accountability for experience quality, customer outcomes, and business performance. This role plays a critical leadership position in shaping T-Mobile's Digital Unassisted and Assisted Purchase journeys, ensuring experiences are customer-first, scalable, and aligned to long-term business objectives. This leader brings a strong balance of strategic thinking, data-driven decision-making, and cross-functional influence, operating effectively in a highly matrixed environment.

The role requires deep understanding of how customers, frontline teams, processes, and technology intersect, and the ability to simplify complexity while driving measurable outcomes. The Principal Customer Experience Manager is expected to act as a digital experience SME, proactively identify customer and frontline pain points, influence prioritization and investment decisions, and guide teams toward solutions that improve conversion, satisfaction, operational efficiency, and long-term platform health.

End-to-End Journey Ownership & Strategy

• Fully own assigned customer journeys end-to-end, operating with a business-owner attitude beyond feature delivery.
• Define, evolve, and implement journey strategies grounded in customer needs, frontline realities, performance analytics, and enterprise priorities.
• Ensure sustained value post-launch through continuous measurement, learning, and iteration.

Customer, Frontline & Performance Insight Leadership

• Maintain a constant pulse on customer and frontline pain points using performance analytics, NPS, call/contact drivers, and listening tools
  .
• Diagnose root causes behind metric movement (e.g., conversion, fallout, CPA, satisfaction) and clearly articulate what is working, what is not, and why.
• Translate insights into prioritized, outcome-driven recommendations that improve both experience and business performance.

Cross-Functional Influence & Delivery Leadership

• Lead through influence across Product, Design, Engineering, Marketing, Analytics, Operations, and Field teams to align on priorities, sequencing, and trade-offs.
• Clearly communicate the "why," expected outcomes, risks, and constraints to enable efficient execution and shared accountability.
• Serve as a trusted thought partner to senior leaders, shaping direction and helping drive informed "what not to do" decisions to protect capacity and strategy.

Simplification, Stewardship & Innovation

• Proactively find opportunities to simplify processes, experiences, and technology
  , reducing friction, cost, and operational complexity.
• Challenge legacy approaches and advocate for digital-first, scalable solutions that preserve customer trust and business integrity.
• Balance innovation with principled stewardship of technology investment and enterprise resources.

• Bachelor's degree or equivalent relevant experience (Required)
• 8+ years of experience in customer experience, product, process, or digital transformation roles (Required)
• Proven experience leading complex, cross-functional initiatives across multiple enterprise teams (Required)
• Demonstrated success owning and improving customer and frontline experiences in digital, retail, or service environments (Preferred)
• Experience partnering closely with Frontline Operations (Retail, Care, Virtual Retail, or similar) and Product, IT and/or Engineering (Preferred)
• Strong background in process…