Principal Customer Experience Manager

T-MOBILE USA, Inc.
$96,200 - $173,600Corporate Bonus Target: 20%
life insurance, vision insurance, flexible benefit account, paid time off, paid holidays, tuition assistance, 401(k)
United States, Kansas, Overland Park
6220 Sprint Parkway (Show on map)
May 29, 2025
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! Location: Hybrid (3 days in-office per week) At T-Mobile, the customer is at the heart of everything we do. As a Principal Customer Experience Manager, you'll be a key driver in shaping and enhancing the digital experiences that define our brand. You'll partner across teams to align strategy, operations, and customer insights-delivering frictionless, impactful digital experiences that set T-Mobile apart. This role is ideal for someone who brings a blend of strategic thinking, operational expertise, and a passion for solving real customer problems. You'll identify, prioritize, and drive key initiatives that simplify and elevate the digital customer journey-with a primary focus on commerce, and support across service and care channels. Working cross-functionally with Product, Technology, Retail, and Care, you'll uncover pain points, translate insights into meaningful improvements, and ensure measurable outcomes. You'll also track and optimize customer experience KPIs, satisfaction, effort, and digital adoption-while developing scalable processes that ensure consistent, high-quality delivery. What You'll Do Lead cross-functional digital designs that connect T-Mobile's business goals with thoughtful, customer-first experiences across all channels. Analyze current and future states of how people, processes, and technology work together-then model and improve them to drive efficiency and customer satisfaction. Translate business strategies into actionable plans, ensuring they are tied to measurable outcomes and experience-focused KPIs. Identify and solve customer pain points and operational roadblocks through process optimization and collaboration across teams. Serve as the customer experience expert for new digital initiative launches-proactively identifying experience risks, guiding execution, and refining post-launch based on customer insights. Partner with Field and HQ Leadership to inform strategy and ensure frontline feedback helps shape key decisions. Act as a trusted liaison with frontline and operations teams, bringing insights, recommendations, and influence to leadership across the enterprise. Support other duties or projects as needed to support business goals. What You Bring Education & Experience: Bachelor's degree preferred; equivalent relevant work experience will be considered 8+ years in process design, customer experience management, or similar field 4+ years in project/program management, including leading complex, cross-functional efforts Strong background in process analysis and improvement, including business modeling and optimization Experience supporting frontline operations (Retail, Care, Dealer, Telesales, B2B) is a plus Proven track record of driving innovation and measurable improvements in customer and frontline experience Skills & Strengths: Deep understanding of customer lifecycle journeys Strong ability to connect business strategy with experience design and technology capabilities Skilled in identifying system/process inefficiencies, and opportunities for improvement Confident and effective presenter to senior leadership Collaborative team player who can influence without authority and build consensus across functions Exceptional problem-solving, facilitation, and communication skills-both written and verbal Proficiency in MS Office tools (Excel, PowerPoint, Word, etc.) Why T-Mobile? We don't just follow industry standards-we challenge them. At T-Mobile, you'll be part of a team that's redefining what it means to deliver an exceptional customer and employee experience. Join us to help shape the future of wireless and create meaningful impact every day. At least 18 years of age Legally authorized to work in the United States High School Diploma or GED Base Pay Range: $96,200 - $173,600 Corporate Bonus Target: 20% The pay range above is the general base pay range for a successful candidate in the role. The successful candidate's actual pay will be based on various factors, such as work location, qualifications, and experience, so the actual starting pay will vary within this range. At T-Mobile, employees in regular, non-temporary roles are eligible for an annual bonus or periodic sales incentive or bonus, based on their role. Most Corporate employees are eligible for a year-end bonus based on company and/or individual performance and which is set at a percentage of the employee's eligible earnings in the prior year. Certain positions in Customer Care are eligible for monthly bonuses based on individual and/or team performance. To find the pay range for this role based on hiring location, click here. At T-Mobile, our benefits exemplify the spirit of One Team, Together! A big part of how we care for one another is working to ensure our benefits evolve to meet the needs of our team members. Full and part-time employees have access to the same benefits when eligible. We cover all of the bases, offering medical, dental and vision insurance, a flexible spending account, 401(k), employee stock grants, employee stock purchase plan, paid time off and up to 12 paid holidays - which total about 4 weeks for new full-time employees and about 2.5 weeks for new part-time employees annually - 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. We don't stop there - eligible employees can also receive mobile service & home internet discounts, pet insurance, and access to commuter and transit programs! To learn about T-Mobile's amazing benefits, check out www.t-mobilebenefits.com. Never stop growing! As part of the T-Mobile team, you know the Un-carrier doesn't have a corporate ladder-it's more like a jungle gym of possibilities! We love helping our employees grow in their careers, because it's that shared drive to aim high that drives our business and our culture forward. By applying for this career opportunity, you're living our values while investing in your career growth-and we applaud it. You're unstoppable! T-Mobile USA, Inc. is an Equal Opportunity Employer. All decisions concerning the employment relationship will be made without regard to age, race, ethnicity, color, religion, creed, sex, sexual orientation, gender identity or expression, national origin, religious affiliation, marital status, citizenship status, veteran status, the presence of any physical or mental disability, or any other status or characteristic protected by federal, state, or local law. Discrimination, retaliation or harassment based upon any of these factors is wholly inconsistent with how we do business and will not be tolerated. Talent comes in all forms at the Un-carrier. If you are an individual with a disability and need reasonable accommodation at any point in the application or interview process, please let us know by emailing ApplicantAccommodation@t-mobile.com or calling 1-844-873-9500. Please note, this contact channel is not a means to apply for or inquire about a position and we are unable to respond to non-accommodation related requests.