Senior Director, Customer Experience

T-Mobile is in pursuit of exceptional talent to join our executive team. We’re committed to excellence and innovation, and we are on the lookout for a leader who can steer our company towards new heights of success. In this pivotal role, you will be responsible for driving strategic initiatives and leading a talented team of professionals. The ideal candidate will possess a proven track record of success, demonstrating a keen ability to navigate complex challenges and capitalize on emerging opportunities. As a key member of our executive team, you will play a crucial role in shaping and executing our organizational strategy and contributing to our continued growth and market leadership. Join us in our commitment to driving innovation, inspiring collaboration, fostering a positive company culture, and achieving unparalleled success.

The Sr Director, Customer Experience leads the design and optimization of customer purchase journeys across all segments, ensuring each interaction is simple, intuitive, and digitally enabled. This role creates and maintains the end-to-end experience blueprint for activations, upgrades, and service transactions, driving consistency and operational feasibility across platforms. By identifying and eliminating friction points, the Sr Director significantly reduces customer effort and accelerates the shift to digital-first solutions. Collaboration with Product, Digital, Marketing, Retail, Care, and Technology teams ensures unified execution of customer-centered strategies. Through these efforts, the role delivers substantial business impact, supporting T-Mobile’s digital transformation and achieving significant annual savings.

Un-carrier® Responsibilities

• Leads the design and optimization of end to end customer journeys to ensure interactions are simple, intuitive, and digitally enabled across all customer segments.
• Identifies and eliminates friction points within customer journeys to reduce customer effort and accelerate the shift to digital-first solutions.
• Collaborates with Product, Digital, Marketing, Retail, Care, and Technology teams to ensure unified execution of customer-centered strategies.
• Monitors and analyzes customer experience metrics to assess effectiveness and inform continuous improvement efforts.
• Develops and implements best practices for customer experience management to ensure operational feasibility and scalability.

• Participates in other duties or projects as assigned by business management as needed.

The Experience You’ll Bring

• Bachelor's Degree in Business Administration, Marketing, or Related Field (Required)
• Master's Degree in Business Administration, Marketing, Customer Experience Management, or Related Field (Preferred)
• 10+ years leading cross-functional teams to design and optimize customer experience strategies across digital and physical channels (Required)
• 7-10 years developing and implementing end-to-end customer journey blueprints, including activations, upgrades, and service transactions (Required)
• 7-10 years collaborating with Product, Digital, Marketing, Retail, Care, and Technology teams to drive unified customer-centered initiatives and digital transformation (Required)

Enough about what you’ve done. Let’s talk about who you are.

• Expertise in designing and optimizing customer journeys to ensure a seamless, intuitive, and digitally enabled experience across all segments.
• Proven ability to collaborate with Product, Digital, Marketing, Retail, Care, and Technology teams to drive unified execution of customer-centered, digital-first strategies.
• Ability to create and maintain end-to-end experience blueprints and drive consistency and operational feasibility across platforms.
• Skill in identifying and eliminating friction points in customer interactions to reduce effort and accelerate digital-first solutions.
• Strong leadership skills to guide cross-functional teams and influence organizational change supporting digital transformation.
• Ability to analyze customer data and operational metrics to measure business impact and identify opportunities for improvement.
• Expertise in leading change initiatives that accelerate the shift to digital-first solutions and drive substantial business impact.
• Excellent verbal and written communication skills, including the ability to present complex strategies and results to executive leadership.

• Understanding of digital marketing principles to support the promotion and adoption of digital customer experience solutions.

• 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
 

Base Pay Range: $197,800 - $267,600

Corporate Bonus Target: 35%

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 qualifications and experience, so the actual starting pay will vary within this range. 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.

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.