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 - 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!

Role Type Individual Contributor

Role Description 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 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. Focus on customer experience principles, business process execution, and operational excellence to drive continuous improvement in journey design and frontline enablement. Your work supports delivering differentiated TMUS customer experience across all touchpoints, making interactions effortless and personalized.

Job Responsibilities

Provide coaching, feedback, 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 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.

Guide the team to proactively find customer experience opportunities and own subsequent solutions that ensure seamless post-launch support of new products and services.

Education and Work Experience

Bachelor's Degree in Business or equivalent experience.

2+ years Leadership experience (Required); 4+ years of leadership experience preferred.

2+ years Analytical experience (Required).

2+ years Wireless experience (Preferred).

2+ years Project management experience (Preferred).

Knowledge, Skills & Abilities

Strong knowledge of journey mapping techniques, customer experience frameworks, and service blueprinting.

Experience leveraging customer feedback, VOC tools, and operational metrics to drive decision-making.

Familiarity with CRM, contact center platforms, and digital support tools (Salesforce, Zendesk, LivePerson, etc.).

Ability to translate complex problems into simple, customer-friendly solutions.

Exceptional communication and stakeholder management skills.

Passion for continuous improvement, customer advocacy, and operational excellence.

Customer Journey Mapping Software (e.g., Smaply, Miro, Lucidchart).

AI-Powered Personalization Engines to identify predictive engagement opportunities and tailor experiences dynamically.

Prototyping and Interaction Design Tools (e.g., Figma, InVision, ProtoPie).

Qualifications

At least 18 years of age.

Legally authorized to work in the United States.

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

Compensation and Benefits Base Pay Range: $79,900 - $144,100. Corporate Bonus Target: 15%. The pay range is general for the role; actual pay varies by location, qualifications, and experience.

At T-Mobile, regular, non-temporary roles may be eligible for annual bonuses or incentives based on role and performance. Some positions may have monthly bonuses.

Additional Benefits Benefits include medical, dental, vision, FSA, 401(k), employee stock grants and purchase plan, paid time off and holidays, parental/family leave, family building benefits, backup care, tuition assistance, disability coverage, life insurance, accident coverage, long-term care insurance, and discounts on mobile service and home internet. Eligible employees may also receive discounts and commuter programs. Details at the official benefits site.

EEO and Accommodation T-Mobile USA, Inc. is an Equal Opportunity Employer. If you need reasonable accommodation during the application or interview process, please contact ApplicantAccommodation@t-mobile.com or 1-844-873-9500.

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