Sr Customer Experience Manager- Customer Journey

Overview

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!

This role leads the development and execution of customer experience strategies to deliver differentiated service across multiple channels. It manages strategic planning and process optimization to enhance project rollouts and operational efficiency. The role collaborates with senior management across enterprise departments to align customer experience initiatives with organizational objectives. Success is measured by the effectiveness of tactical strategies in meeting company goals and improving customer satisfaction.

The work impacts the organization by ensuring consistent, customer-focused solutions that support business growth and service quality.

• Lead the development and execution of customer experience strategies to improve service delivery across channels
• Manage process optimization efforts to enhance project rollouts and operational efficiency
• Collaborate with senior management to align customer experience initiatives with organizational goals
• Oversee analysis and resolution of product issues affecting customers and employees
• Provide coaching, feedback, and career development guidance to team members
• Prepare and communicate departmental updates on key projects and performance metrics
• Also responsible for other duties/projects as assigned by business management as needed
• Strong understanding of planning, customer retention, and customer experience methods
• Strong proficiency in Customer Journeys

• Bachelor's Degree and 7 years of related work experience OR a combination of education and experience deemed equivalent (Required)
• 4-7 years Wireless experience required. (Preferred)
• 4-7 years Leadership experience. (Preferred)
• 4-7 years Analytical experience. (Preferred)

• Microsoft Office (Required) – Including advance skills in MS PowerPoint (C-Suite Presentations), and MS Excel (Formulas)
• Basic understanding experience with MS SQL (Preferred)
• Strong problem-solving capability and proficiency in root cause analysis (Required) along with ability to present findings to executives and complete postmortem analysis
• Cross Functional Leadership (Required)
• Vendor Management Experience (Preferred)
• Churn Reduction Experience (Preferred)

Travel
:
Travel Required (Yes/No):
Yes

DOT Regulated
: DOT Regulated Position (Yes/No):
No

Safety Sensitive Position
:
Safety Sensitive Position (Yes/No):
No

Base Pay Range: $79,900 - $144,100

Corporate Bonus Target: 15%

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, please .

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 offer 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…