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

Overview

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. Employees enjoy multiple wealth-building opportunities through annual stock grants, an employee stock purchase plan, 401(k), and access to coaching resources. This is how we’re UNSTOPPABLE for our employees.

Role Type : Individual Contributor

T-Mobile is redefining the future of retail by blending physical, human, and digital elements to deliver transformative, personalized customer experiences. As part of the Retail Experience Design team, the Senior 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 defines and delivers end-to-end assisted customer journeys across human-supported channels, ensuring product launches, service programs, and operational initiatives translate into consistent, customer-centric frontline experiences. The role requires a strong focus on customer experience principles, business process execution, and operational excellence, using 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, making interactions effortless and personalized.

Job Responsibilities

• Provide coaching, feedback, and project guidance to 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 updates for key projects and metrics.
• Oversee the creation of business process mapping and documentation.
• Build key relationships with internal and external business partners.
• Guide the team to proactively identify customer experience opportunities and own subsequent solutions that ensure seamless post-launch support of new products and services.

Education and Work Experience

Knowledge, Skills, & Abilities

Compensation and Benefits

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. Actual pay is based on location, qualifications, and experience.

At T-Mobile, employees in regular roles are eligible for an annual bonus or incentives based on role and performance. For some positions, monthly bonuses may apply depending on individual and / or team performance. To see the pay range by hiring location, please refer to the location-specific posting.

Benefits include medical, dental, and vision insurance, 401(k), employee stock grants and purchase plan, paid time off, holidays, parental and family leave, family building benefits, back-up care, childcare subsidy, tuition assistance, coaching, disability and life insurance options, and voluntary coverage. Eligible employees may also receive discounts on mobile service, home internet, pet insurance, and transit programs. Details are available at www.t-mobilebenefits.com.

Never stop growing. T-Mobile USA, Inc. is an Equal Opportunity Employer. All employment decisions are made without regard to protected characteristics. If you are an individual with a disability and need reasonable accommodation at any point in the application or interview process, please email ApplicantAccommodation@t-mobile.com or call 1-844-873-9500. This contact channel is for accommodations only and not for general inquiries about positions.

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