Experience Inc. Jobs

At T-Mobile, 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 wealth-building opportunities through our annual stock grant, employee stock purchase plan, 401(k), and access to free, year-round money coaches. That's how we're UNSTOPPABLE for our employees! Job Overview The Principal Customer Experience Manager has a customer centric obsession that guides their actions in defining and orchestrating the customer experience at T-Mobile. This role is a critical team member in shaping T-Mobile's Retail and Enterprise Go to Market strategies. The candidate will have demonstrated strength in strategic direction & analysis, existing expertise in Go-To-Market activities, strong understanding of business architecture, and skill in leveraging functional and organizational interdependencies to drive success in current and future projects. This role will create, define and improve how people, processes, and technology interact to perform the fundamental activities of the business in both current and future states. Ability to model these interactions to guide technology and requirements strategy to better achieve the critical goals and objectives of the business. Responsibilities will include; developing comprehensive plans for sharing customer insights with business partners to influence change; manage and solve customer pain points and escalations through process improvement; collaborate and communicate with cross-functional partners, stakeholders and leadership to deliver an Un-carrier experience to every customer. Additionally, they will work cross-functionally to understand the linkage between T-Mobile's business goals and defining Customer and Frontline experiences to maximize T-Mobile success. Job Responsibilities: Work cross-functionally to understand the linkage between T-Mobile's business goals, business architectures, and requirements frameworks. Proactively identify customer experience opportunities, identify root cause and drive solutions through cross-functional teams. Provide coaching, feedback and recommendations across the Enterprise, and in partnership with other Lines of Business, to enhance customer experience performance. Seek to understand how people, processes, and technology interact to perform the fundamental activities of the business in both current and future states. Model these interactions to guide technology strategies to better achieve the strategic goals and objectives of the business. Capture the tactical and strategic business goals that provide traceability through the organization and are mapped to metrics that provide ongoing governance. Enumerate, analyze, catalog, and suggest improvements to the strategic, core and support processes of the business unit, as needed, to support strategic and operational goals. Elevate service interaction metric results to match sales interaction metric performance by identifying process pain points and obstacles and then influencing culture and behavior to drive increased service performance. Subject matter expert for new initiative launches on all customer experience considerations before, during and after launch; continual monitoring of evolving customer experience with course corrections as needed. Expert driving TPR knowledge, experience and execution for new products and offers to drive increased experience performance Direct liaison with Field Leadership/Operational teams to inform experience strategy (channel, cross-channel), tools and frontline needs. Propose strategy, ideas and recommendations to Field and HQ Executive leadership during frequent interactions. Also responsible for other Duties/Projects as assigned by business management as needed. Education: Bachelor's Degree or additional relevant work experience may