Senior Director, Customer Experience

The Sr Director, Customer Experience leads the design and optimization of customer purchase journeys across all segments, ensuring each interaction is simple, intuitive, and digitally enabled. This role creates and maintains the end-to-end experience blueprint for activations, upgrades, and service transactions, driving consistency and operational feasibility across platforms. By identifying and eliminating friction points, the Sr Director significantly reduces customer effort and accelerates the shift to digital-first solutions. Collaboration with Product, Digital, Marketing, Retail, Care, and Technology teams ensures unified execution of customer-centered strategies. Through these efforts, the role delivers substantial business impact, supporting T-Mobile’s digital transformation and achieving significant annual savings.