Business Analysis Manager - Care Demand Planning Insights and Automation

About the role

The Customer Care Demand Planning team is seeking a Business Analysis Manager to analyze customer interactions with T-Mobile's customer support systems and tools, including IVR, bots, and other automated methods. This role provides insights, analysis, and recommendations to improve system performance, evaluate impacts from new functionality, and develop reporting for partners.

Responsibilities

• Interact with various teams to provide insights, analysis, and recommendations that deliver data-driven, optimized experiences.
• Serve as a key point of contact in providing data and reporting solutions to drive enterprise results, including reports, dashboards, visuals, and self-service environments.
• Define product feature and campaign success metrics and benchmarks.
• Utilize analytical and modeling capabilities to enhance decision-making across a range of options and present findings and recommendations for prioritizing resources to all levels of the organization.
• Create executive-level presentations and present complex analytical findings in clear, concise, and decision-impacting manners. Influence leadership through fact-based analysis.

Requirements

• Bachelor's Degree in Data analysis, data science, decision science, or a similar quantitative field.
• 4-7 years of analytics experience solving analytical problems using quantitative approaches.
• Experience with Tableau, Power BI, and advanced analytics, including SQL analysis of complex datasets, competitive analysis, quantitative analysis, and research.
• Knowledge of Python, R, Go, or similar statistics or data science languages preferred.
• Experience with telecommunications industry a plus.

Skills and Abilities

• Excellent communication skills to manage relationships, influence, and communicate complicated analysis, logic, and solutions in a clear and concise manner at the executive level.
• Exceptional problem-solving abilities to use wide-ranging datasets to deliver broad analysis and insights to maximize value creation and return on investment.
• Strong financial modeling skills to make informed decisions and prioritize resources.

Qualifications

• At least 18 years of age.

Benefits

T-Mobile offers a comprehensive benefits package including medical, dental, and vision insurance, a flexible spending account, 401(k), 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, and voluntary long-term care insurance. Additionally, eligible employees can receive mobile service & home internet discounts, pet insurance, and access to commuter and transit programs.