Sr Customer Experience Manager - Retail Experience Design

At TMobile 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 wealthbuilding opportunities through our annual stock grant employee stock purchase plan 401(k) and access to free yearround money coaches. Thats how were UNSTOPPABLE for our employees!

Job Overview

Role Type: Individual Contributor

TMobile is redefining the future of retail by seamlessly blending physical human and digital elements to deliver transformative personalized customer experiences. As part of the Retail Experience Design team the Sr Customer Experience Manager plays a pivotal role in crafting and optimizing digitally enabled expertsupported customer journeys that span from previsit engagement through postpurchase loyalty.

This role plays a critical role in defining and delivering seamless endtoend assisted customer journeys across our humansupported channels. You will work to ensure that product launches service programs and operational initiatives translate into consistent customercentric frontline experiences. This role requires a strong focus on customer experience principles business process execution and operational excellence leveraging insights to drive continuous improvement in journey design and frontline enablement.

Your work directly supports the delivery of the differentiated TMUS customer experience across all touchpoints ensuring that every interaction feels effortless and personalized.

Job Responsibilities:

• Provide coaching feedback project guidance to other team members and operational partners to support journey design initiatives.

• Oversee and direct departmental strategy and roadmap initiatives representing Assisted Journey Design needs in crossfunctional forums.

• Oversee the execution of analysis and resolution of product issues impacting customers and employees

• Prepare departmental communications and provide status for key projects and metrics

• Oversees teams and/or manages the execution of creating business process mapping and documentation

• Build key relationships with internal/external business partners

• Guides team to proactively find customer experience opportunities and owns subsequent solutions that ensure seamless post launch support of new products & services

Education and Work Experience:

• Bachelors Degree in Business Technical field or equivalent experience.

• 24 years Wireless experience (Required)

• 24 years Leadership experience (Required)

• 24 years Analytical experience (Required)

• 24 years Wireless experience (Preferred)

• 24 years Analytical experience (Preferred)

• 24 years Project management experience (Preferred)

• 47 years Leadership experience (Preferred)

Knowledge Skills and Abilities:

• Leadership (Required)

• Analytics (Required)

• Customer Service (Required)

• Project Management (Preferred)

• Wireless (Preferred)

Preferred Qualifications:

• Strong knowledge of journey mapping techniques customer experience frameworks and service blueprinting.

• Experience leveraging customer feedback VOC tools and operational metrics to drive decisionmaking.

• Familiarity with CRM contact center platforms and digital support tools (Salesforce Zendesk LivePerson etc.).

• Ability to translate complex problems into simple customerfriendly solutions.

• Exceptional communication and stakeholder management skills.

• Passion for continuous improvement customer advocacy and operational excellence.

• Customer Journey Mapping Software(e.g. Smaply Miro Lucidchart) to visualize and align touchpoints across digital human and physical interactions.

• AIPowered Personalization Engines to identify predictive engagement opportunities and tailor experiences dynamically.

• Prototyping & Interaction Design Tools(e.g. Figma InVision ProtoPie) to mock up and test new experiences across previsit instore and postpurchase touchpoints.

• At least 18 years of age

• Legally authorized to work in the United States

• Travel:
  Travel Required (Yes/No):Yes
  
  DOT Regulated:
  DOT Regulated Position (Yes/No):No
  Safety Sensitive Position (Yes/No):No
  
  
  
  
  

Base Pay Range: $79900 $144100

Corporate Bonus Target: 15%

The pay range above is the general base pay range for a successful candidate in the role. The successful candidates 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 TMobile employees in regular nontemporary roles are eligible for an annual bonus or periodic sales incentive or bonus based on their role. Most Corporate employees are eligible for a yearend bonus based on company and/or individual performance and which is set at a percentage of the employees 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 TMobile 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 parttime employees have access to the same benefits when eligible. We cover all of the bases offering 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 new fulltime employees and about 2.5 weeks for new parttime employees annually paid parental and family leave family building benefits backup care enhanced family support childcare subsidy tuition assistance college coaching short and longterm disability voluntary AD&D coverage voluntary accident coverage voluntary life insurance voluntary disability insurance and voluntary longterm care insurance. We dont stop there eligible employees can also receive mobile service & home internet discounts pet insurance and access to commuter and transit programs! To learn about TMobiles amazing benefits check out.

Never stop growing!
As part of the TMobile team you know the Uncarrier doesnt have a corporate ladderits more like a jungle gym of possibilities! We love helping our employees grow in their careers because its that shared drive to aim high that drives our business and our culture forward. By applying for this career opportunity youre living our values while investing in your career growthand we applaud it. Youre unstoppable!

TMobile USA Inc. is an Equal Opportunity Employer. All decisions concerning the employment relationship will be made without regard to age race ethnicity color religion creed sex sexual orientation gender identity or expression national origin religious affiliation marital status citizenship status veteran status the presence of any physical or mental disability or any other status or characteristic protected by federal state or local law. Discrimination retaliation or harassment based upon any of these factors is wholly inconsistent with how we do business and will not be tolerated.

Talent comes in all forms at the Uncarrier. If you are an individual with a disability and need reasonable accommodation at any point in the application or interview process please let us know by emailing or calling. Please note this contact channel is not a means to apply for or inquire about a position and we are unable to respond to nonaccommodation related requests.