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Sr Customer Experience Manager- Customer Journey

https://www.t-mobile.com Logo

T-Mobile

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Location:
United States , Bellevue ▼

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

79900.00 - 144100.00 USD / Year
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Job Description:

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.

Job Responsibility:

  • 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

Requirements:

  • Bachelor's Degree and 7 years of related work experience OR a combination of education and experience deemed equivalent
  • 4-7 years Wireless experience
  • 4-7 years Leadership experience
  • 4-7 years Analytical experience
  • Strong understanding of planning, customer retention, and customer experience methods
  • Strong proficiency in Customer Journeys
  • 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 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 Required: Yes

Nice to have:

  • Basic understanding experience with MS SQL
  • Vendor Management Experience
  • Churn Reduction Experience
What we offer:
  • Annual stock grant
  • Employee stock purchase plan
  • 401(k)
  • Access to free, year-round money coaches
  • Medical, dental and vision insurance
  • Flexible spending account
  • 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

Additional Information:

Job Posted:
March 01, 2026

Employment Type:
Fulltime
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