T-Mobile · 1 day ago
Senior Director, Customer Experience
Bellevue, Washington
Full-time
Onsite
Director/Executive
$198K/yr - $268K/yr
10+ years expT-Mobile is in pursuit of exceptional talent to join their executive team, seeking a leader to drive strategic initiatives and lead a talented team. In this pivotal role, the Senior Director of Customer Experience will be responsible for optimizing customer purchase journeys and collaborating with various teams to enhance customer-centered strategies and support T-Mobile's digital transformation.
Telecom & CommunicationsAppsInternetMobileTelecommunicationsWireless
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
Qualification
Required
Bachelor's Degree in Business Administration, Marketing, or Related Field (Required)
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)
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
Preferred
Master's Degree in Business Administration, Marketing, Customer Experience Management, or Related Field (Preferred)
Benefits
Medical, dental and vision insurance
Flexible spending account
401(k)
Employee stock grants
Employee stock purchase plan
Paid time off
Up to 12 paid holidays
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
Voluntary long-term care insurance
Mobile service & home internet discounts
Pet insurance
Access to commuter and transit programs
Company
T-Mobile
T-Mobile is a telecommunications company that provides wireless communication services, including mobile phone and internet services. It is a sub-organization of Deutsche Telekom.
10001+ employees
H1B Sponsorship
T-Mobile has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (533)
2024 (457)
2023 (433)
2022 (674)
2021 (522)
2020 (320)
Funding
Current Stage
Public CompanyTotal Funding
$17.37B2026-01-05Post Ipo Debt· $2B
2025-10-06Post Ipo Debt· $2.8B
2024-09-23Post Ipo Debt· $2.5B
Leadership Team
John Saw
President of Technology, Chief Technology Officer
Peter Osvaldik
EVP & CFO
Recent News
2026-02-13
2026-02-13
2026-02-13
Company data provided by crunchbase