Sr Customer Experience Manager - Retail Experience Design Job at T-MOBILE USA, I

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Job Overview

Role Type : Individual Contributor

T-Mobile 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, expert-supported customer journeys that span from pre-visit engagement through post-purchase loyalty.

This role plays a critical role in defining and delivering seamless, end-to-end assisted customer journeys across our human-supported channels. You will work to ensure that product launches, service programs, and operational initiatives translate into consistent, customer-centric 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.

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 cross-functional 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

Knowledge, Skills, & Abilities

Additional Requirements

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 actual pay will be based on factors such as work location, qualifications, and experience.

At T-Mobile, employees in regular, non-temporary roles are eligible for an annual bonus or periodic incentives based on role. Most Corporate employees are eligible for a year-end bonus based on company and / or individual performance. To find the pay range for this role based on hiring location, click here.

At T-Mobile, our benefits exemplify the spirit of One Team, Together! Benefits include medical, dental and vision insurance, a flexible spending account, 401(k), employee stock grants, employee stock purchase plan, paid time off and paid holidays, parental and family leave, family building benefits, back-up care, childcare subsidy, tuition assistance, and other voluntary coverages. Eligible employees can also receive mobile service & home internet discounts, pet insurance, and access to commuter and transit programs. To learn about T-Mobile’s benefits, check out www.t-mobilebenefits.com.

Never stop growing! The Un-carrier supports career growth and development. By applying, you are living our values while investing in your career growth. You’re unstoppable!

T-Mobile 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, disability, or any other status protected by law. Discrimination, retaliation or harassment will not be tolerated.

For reasonable accommodations at any point in the application or interview process, please email ApplicantAccommodation@t-mobile.com or call 1-844-873-9500. This contact is for accommodation requests only and not for general inquiries about positions.

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