Principal CX Strategy Manager

About the role

The Principal Customer Experience Manager owns the end-to-end consumer case management experience across assisted, digital, and AI-enabled channels. This includes the tools frontline and back-office teams use to resolve cases, the digital experiences customers use to submit, track, and get updates on their cases and the use of agentic AI to automate and accelerate case handling. You set the direction, prioritize investments, and align Product, IT, UX, Digital, Training, Readiness, and Care leadership to deliver consistent, measurable experience for customers and employees.

Travel Required: Yes. DOT Regulated Position: No. Safety Sensitive Position: No.

Responsibilities

• Collaborate cross-functionally to link business goals, architectures, and requirements frameworks to identify customer experience opportunities
• Analyze and model interactions among people, processes, and technology to guide technology strategies and achieve business objectives
• Capture and analyze business goals and processes to suggest improvements supporting strategic and operational targets
• Identify and resolve service interaction pain points to improve service performance and align with sales metrics
• Serve as subject matter expert for customer experience considerations during new initiative launches and monitor ongoing performance
• Engage with field leadership and operational teams to inform experience strategy and provide recommendations to executive leadership
• Also responsible for other duties/projects as assigned by business management as needed

Requirements

• Bachelor's Degree and 7 years of related work experience OR a combination of education and experience deemed equivalent (Required)
• Acceptable areas of study include Business Administration, Marketing, Communications or related field (Preferred)
• 4 years project or program management (Preferred)
• Experience leading complex cross functional efforts across multiple enterprise functions (Preferred)
• Extensive experience planning and deploying either business or IT initiatives (preference for both) with experience modeling business processes using a variety of tools and techniques (Preferred)
• Prior experience supporting Frontline Operations across multiple lines of Business (example; Retail, Dealer, Care, Telesales, Business to Business) (Preferred)
• Proven leader in establishing, innovating and improving customer and frontline experience processes (Preferred)
• 8+ years’ experience in process design/management including proven success in process design, optimization, analysis and documentation (Preferred)
• Business Analysis (Required)
• Communication (Required)
• Cross-Functional Project Management (Required)
• Customer Experience Management (Required)
• Customer Needs Identification (Required)
• Program Management (Required)
• Risk Management (Required)
• Stakeholder Management (Required)
• Strategic Thinking (Required)
• At least 18 years of age
• Legally authorized to work in the United States

Benefits

At T-Mobile, our benefits exemplify the spirit of One Team, Together! A big part of how we care