Entry level Customer Service Professional ensuring customer satisfaction through various communication methods. Interacting via phone, email, and live chat in a hybrid work environment.
About the role
- Principal Customer Experience Manager leading customer journeys and digital transformation at T-Mobile. Driving experience quality, performance analytics, and cross-functional initiatives.
Responsibilities
- 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.
- 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 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.
- 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 decisions to protect capacity and strategy.
- Proactively find opportunities to simplify processes, experiences, and technology, reducing friction, cost, and operational complexity.
Requirements
- 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 design, experience optimization, and business performance improvement (Required)
Benefits
- Health insurance
- Dental insurance
- Vision insurance
- Flexible spending account
- 401(k)
- Employee stock grants
- Employee stock purchase plan
- Paid time off
- Paid parental 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
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