Sr Customer Experience Manager - Retail Experience Design

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Job Overview

Role Type: Individual Contributor

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 plays a critical role in defining and delivering seamless, end-to-end assisted customer journeys across our human-supported channels. You will work to ensure that product launches, service programs, and operational initiatives translate into consistent, customer-centric frontline experiences. This role requires a strong focus on customer experience principles, business process execution, and operational excellence, leveraging 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, ensuring that every interaction feels effortless and personalized.

Job Responsibilities:

• Provide coaching, feedback, project guidance to other 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

• Guides team to proactively find customer experience opportunities and owns subsequent solutions that ensure seamless post launch support of new products & services

Education and Work Experience:

• Bachelor's Degree in Business or equivalent experience.

• Ideal candidate will have demonstrated ability to lead the human strategy side of customer experience — translating customer insights into end-to-end journey strategies, aligning digital, human, and retail touchpoints, and assisting with customer journey mapping as needed. This role will emphasize journey design strategy while technical requirements delivery is supported by other team members.

• 2+ years Leadership experience (Required); 4+ years of leadership experience is 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) – to visualize and align touchpoints across digital, human, and physical interactions.

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

• Prototyping & Interaction Design Tools (e.g., Figma, InVision, ProtoPie) – to mock up and test new experiences across pre-visit, in-store, and post-purchase touchpoints.

• At least 18 years of age

• Legally authorized to work in the United States

• Travel:
  Travel Required (Yes/No):Yes
  
  DOT Regulated:
  DOT Regulated Position (Yes/No):No
  Safety Sensitive Position (Yes/No):No