Principal Customer Experience Excellence Manager | 2 Positions Available

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Job Overview
The Principal Customer Experience Excellence Manager (Principal CXM) is the strategic architect for T-Mobile's enterprise customer excellence system, setting the vision, roadmap, standards, and operating model for how customer experiences are governed, improved, and sustained at scale.

This role operates with a high degree of independence and empowerment, leading the most complex, customer-impacting experience work across Marketing, Product, IT, Supply Chain, EPO, Frontline Experience, frontline channels, Digital, Analytics, and executive stakeholders.

The Principal CXM defines the playbook for how T-Mobile identifies systemic customer pain points, governs new and changing experiences before launch, resolves ambiguous enterprise ownership, and converts signals into durable changes that improve NPS, reduce churn, and lower frontline friction.

This role owns enterprise-level readiness and governance strategy for major products, service programs, policy/process changes, digital capabilities, and cross-channel initiatives so every team from frontline expert to executive sponsor is enabled and accountable for a best-in-class experience.

Equal parts strategic leader, operational architect, executive thought partner, and coach, the Principal CXM builds the capability, discipline, and cultural adoption needed to make customer excellence repeatable across the business.

Role mission: Define the enterprise playbook for fixing broken experiences today, governing the ones we build tomorrow, and making customer, frontline, and business accountability visible from strategy through sustained outcome.

Job Responsibilities:

• Strategy, vision, and enterprise leadership. Lead the vision, roadmap, and execution strategy for T-Mobile customer experience excellence governance, experience standards, and systemic pain point resolution across the enterprise. Translate enterprise priorities into customer-ready and frontline-ready operating strategies that create consistent, intuitive, trustworthy, and high-value experiences across channels. Serve as a principal thought partner to Directors, VPs, product owners, program executives, frontline leaders, and governance forums on customer experience strategy, risk, readiness, and enterprise tradeoffs. Proactively identify systemic CX gaps across journeys, regions, channels, policies, products, and programs; guide strategic design changes that address root cause instead of symptoms. Serve as a principal voice of the customer in enterprise strategy, roadmap, and investment discussions, translating journey performance and customer evidence into recommendations on where T-Mobile should intervene, redesign, simplify, or accept a managed tradeoff.
• Enterprise governance, standards, and decision architecture. Define, deploy, and continuously improve T-Mobile CX principles, governance standards, policy/process guardrails, review criteria, decision rights, and escalation mechanisms. Embed governance into enterprise change, launch, roadmap, program, product, and digital workflows so customer impact, frontline impact, business sustainability, trust, consistency, and operational feasibility are assessed before launch. Ensure every major customer-impacting change meets rigorous standards for usability, clarity, consistency, frontline resolvability, brand alignment, risk mitigation, and measurable outcomes. Build scalable governance routines that provide clear guidance and faster decisions without adding administrative drag or slowing the business. Design the enterprise CX Certification methodology, including experience criteria, evidence requirements, exception paths, risk acceptance, mitigation expectations, and post-launch validation standards.
• Product, service, and experience readiness oversight. Own enterprise readiness strategy and oversight for major product launches, service programs, policy/process changes, and customer-impacting initiatives. Ensure every function, from frontline expert to executive sponsor, is enabled and accountable for delivering the intended experience. Direct or shape frontline methods and procedures, support models, escalation frameworks, training/readiness inputs, communications, tools, reporting, and cross-channel launch controls. Facilitate Director and VP-level alignment as the single-threaded leader for complex customer excellence readiness work, guiding planning, execution, and course correction throughout the launch lifecycle. Define journey governance standards for ownership, journey health measures, sentiment, cross-channel performance, escalation, and continuous optimization so priority journeys are managed as living experiences.
• Systemic pain point resolution and cross-functional accountability. Own the enterprise portfolio of highest-impact customer and frontline pain points, recurring friction, escalation drivers, NPS/churn opportunities, and experience gaps that no single team owns alone. Use customer insights, frontline feedback, journey analytics, executive response signals, operational data, digital behavior, and financial indicators to prioritize work and make the cost of inaction visible. Lead cross-functional experience reviews to surface pain points, align on root causes, assign ownership, make decisions, remove barriers, and drive measurable closure. Escalate unresolved tradeoffs and accountability gaps with crisp recommendations and a customer-first, frontline-ready point of view. Shape CX Challenge List methodology for quantification and prioritization, incorporating customer harm, frontline effort, contacts, cost, revenue or retention risk, feasibility, and strategic value into enterprise decision-making.
• Digital-first customer and frontline excellence. Act as a strategic thought leader for how AI, automation, self-service, digital workflows, and intelligent tools simplify customer journeys and frontline work. Partner with Product, Digital, Technology, Analytics, Marketing, and frontline leadership teams to co-create scalable capabilities that improve decision support, reduce low-value work, personalize service, and strengthen customer outcomes. Lead discovery and design inputs for new digital capabilities, ensuring solutions are intuitive, operationally feasible, measurable, and tied to customer, frontline, and business outcomes. Champion simplification, automation, and self-service where they reduce friction without creating dead ends for customers or frontline teams.
• Capability building, coaching, and continuous improvement. Mentor and coach Customer Experience Excellence Managers, Sr Customer Experience Excellence Managers, and cross-functional partners on governance, facilitation, storytelling, issue resolution, strategic thinking, and outcome-based accountability. Build reusable playbooks, standards, feedback loops, and operating rhythms that strengthen the bench of experience leaders and improve enterprise execution quality over time. Measure outcomes from governed experiences and resolved pain points, including NPS, churn, frontline readiness, first-time resolution, contact reduction, escalation reduction, cycle time, trust, and operational friction. Translate insights into prevention mechanisms, standards updates, roadmap recommendations, and continuous improvement actions that make better experiences easier to build next time. Build reusable playbooks for journey governance, certification, experience-risk management, and investment business cases so teams apply consistent decision discipline at scale.
• Also responsible for other Duties/Projects as assigned by business management as needed.

Education and Work Experience:

• Bachelor's Degree Business, Marketing, Customer Experience, Operations, Product Management, Communications, Analytics, Technology, Strategy, or related field. Relevant/equivalent experience accepted. (Preferred)
• 7-10 years Leading customer and/or frontline experience, customer operations, enterprise program management, service excellence, product/program readiness, business transformation, digital experience, or enterprise governance work in a complex, matrixed environment. (Required)
• 7-10 years Influencing Director, VP, and executive stakeholders; facilitating enterprise governance forums; resolving ambiguous ownership; and driving accountability without direct authority. (Required)
• 7-10 years Defining enterprise standards, operating models, readiness strategies, launch controls, policy/process governance, or cross-functional decision frameworks with measurable customer and business impact. (Required)
• 4-7 years Leading digital-first experience improvements, automation, self-service, AI-enabled workflow, simplification, or technology-enabled transformation initiatives. (Required)
• 4-7 years Coaching senior individual contributors, managers, or cross-functional partners in strategy, facilitation, governance, executive storytelling, and outcome-based problem solving. (Required)
• 7-10 years Using customer, frontline, operational, NPS, churn, quality, journey, contact, escalation, digital, or financial data to identify root cause, prioritize enterprise work, and measure sustained outcomes (Required)

Skills:

• Customer Strategy: Set vision, principles, standards, operating models, decision rights, review criteria, and governance mechanisms that scale across the enterprise. Includes architecture for journey governance, CX certification, experience-risk management, and enterprise challenge-list decisioning. (Required)
• Executive Influence: Align Directors, VPs, and senior stakeholders; frame tradeoffs; surface risk; resolve ambiguity; and drive decisions when priorities compete. (Required)
• Operational Architecture: Design readiness strategies, launch controls, support models, escalation frameworks, methods and procedures, and cross-channel execution plans. (Required)
• Systemic Change: Identify root causes behind complex experience gaps, assign ownership, remove barriers, and drive durable fixes with measurable outcomes. (Required)
• Customer Advocacy: Understand customer expectations and frontline realities, then translate those insights into practical standards, design choices, and enterprise improvements. (Required)
• Data Driven Strategy: Integrate qualitative and quantitative signals, quantify impact, prioritize work, and measure NPS, churn, readiness, contacts, escalations, trust, and operational outcomes. Builds business cases that quantify customer and financial impact and guide enterprise investment choices. (Required)
• Digital Business Transformation: Shape AI, automation, self-service, digital workflow, and intelligent tool strategies that simplify journeys and empower frontline teams. (Required)
• Cross Function Collaboration: Lead senior-level working teams across Marketing, Product, IT, Digital, Supply Chain, EPO, Frontline Experience, Care, Retail, Analytics, Legal, and Operations. (Required)
• Business Development Coaching: Build playbooks, coach peers and partners, and strengthen enterprise capability in governance, facilitation, storytelling, and customer-first execution. (Required)
• Change Leadership: Drive adoption of service excellence behaviors, standards, governance discipline, and continuous improvement practices across teams and channels. (Required)

Licenses and Certifications:

• Preferred: CXPA/CCXP, PMP, Prosci/Change Management, Lean Six Sigma, Design Thinking, Product Management, Agile, or equivalent experience. (Preferred)

• 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

Total Target Cash Earnings Opportunity: $127,080 - $229,200

National Base Pay Range: $105,900 - $191,000

The Total Target Cash Earnings Opportunity represents the expected total cash compensation for this role at target performance, combining base salary and annual incentive opportunity. Actual earnings may be higher or lower depending on individual performance and overall company results. 

The base pay range reflects the compensation component of this opportunity. The 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. To find the pay range for this role based on hiring location, https://paylookup.t-mobile.com/paylookup?reqID=REQ377021¶dox=1

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. Corporate employees are eligible for a year-end bonus based on individual and/or company 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. The incentive component included in the Total Target Cash Earnings Opportunity reflects target performance. Actual earnings included in the Total Target Cash Earnings Opportunity reflect target performance; actual payouts may vary. 

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, genetic information, 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 [email protected] 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.