Business Analysis Manager - Omnichannel Customer Experience & Frontline Insights

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!

** This is not a remote position. T-Mobile is a hybrid work environment requiring work in the office three (3) days per week. The successful candidate will be located in the greater Seattle, Washington area.**

Job Overview
The Business Analysis Manager will be a part of the Omnichannel Customer Experience & Frontline Insights Team and be responsible for delivering actionable insights that guide strategic and operational decisions across T-Mobile. This role leads advanced analytics and reporting using tools like data mining, BI platforms, and enterprise AI (e.g., ChatGPT). Partnering with cross-functional teams—including marketing, product, and digital business managers—they develop customer-centric recommendations and support complex modeling initiatives.

They also help design scalable reporting structures and synthesize data from behavioral, transactional, and survey sources to uncover insights that enhance customer experience. The ideal candidate is skilled in data architecture, cross-platform analytics, and turning complex data into compelling, decision-ready narratives.

Job Responsibilities:

• Interact with various teams across the T-Mobile to provide insights, analysis and recommendations that deliver data-driven, optimized experiences. Integrate behavioral, transactional, and survey data from multiple sources to produce comprehensive analytics on customer journeys and experiences.
• Serve as a key point of contact in providing data and reporting solutions to drive enterprise results, including reports, dashboards, visuals, and self-service environments. Develop and automate workflows and dashboards that merge data from structured and unstructured sources, including survey data and sentiment.
• Utilize analytical and modeling capability to enhance decision making across a range of options and present findings and recommendations for prioritization of resources to all levels of the organization. Use enterprise AI tools like ChatGPT to generate executive summaries, detect patterns, and accelerate insight development.

Education and Work Experience:

• Bachelor's Degree Data analysis, data science, similar quantitative fields or equivalent practical experience (Required)
• 4-7 years Working experience solving analytical problems using quantitative approaches Required
• 4-7 years Working experience reporting and analyzing performance & dta visualization (Tableau, Power BI, etc.) Required
• 4-7 years Working experience in advanced analytics, which includes SQL analysis of complex datasets, competitive analysis, quantitative analysis & research Required
• 2-3 years Experience interpreting customer sentiment and survey results (e.g., SAT/NPS).Requiired
• 2-3 years Experience using or training others on AI platforms (e.g., ChatGPT Enterprise). ​Required
• Working experience with Python, R, Go or similar statistics or data science language preferred. Preferred
• Telecommunications Preferred

Knowledge, Skills and Abilities:

• Data Analysis Exceptional at using wide ranging datasets to deliver broad analysis and insights to maximize value creation and return on investment. (Required)
• Problem Solving Identifies root causes and translates complex issues into clear, data-driven solutions that drive business impact. (Required)
• Communication Ability to manage relationships, influence and communicate complicated analysis, logic, and solutions in a clear and concise manner and provide decision support, analysis and recommendations that help to drive effective execution of initiatives. (Required)
• Data Integration & Warehousing Experience joining disparate data sources to enable unified analytics.(Required)
• Survey Data Analysis Expertise in interpreting SAT, NPS, and other VOC metrics. (Required)
• AI Fluency Comfortable using generative AI tools like ChatGPT for summarization, ideation, and workflow enhancement. (Required)
• Storytelling with Data Ability to frame insights into compelling narratives that drive business outcomes. (Required)

• At least 18 years of age
• Legally authorized to work in the United States

Travel:
Travel Required (Yes/No): No

DOT Regulated:
DOT Regulated Position (Yes/No): No
Safety Sensitive Position (Yes/No): No

Base Pay Range: $77,900 - $140,500

Corporate Bonus Target: 15%

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.