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SalaryBe unstoppable with us!
T-Mobile is synonymous with innovation–and you could be part of the team that disrupted an entire industry! We reinvented customer service, brought real 5G to the nation, and now we’re shaping the future of technology in wireless and beyond. Our work is as exciting as it is rewarding, so consider the career opportunity below as your invitation to grow with us, make big things happen with us, above all, #BEYOU with us. Together, we won’t stop!
Create analysis deliverable scope and methodology, deliver trends and recommendations to support enterprise goals. Secure relevant information, identify key issues and root cause relationships, and build business case and cost justification for changes in designated business areas. Establish deliverables needed to meet NPS/LTR & Quality objectives, evaluate impact on other areas, and engage appropriate resources as necessary. Demonstrate strong integration of the T-Mobile Commitments and leadership behaviors. Initiates action and take direction on specific deliverables related to NPS/LTR & Quality objectives, implement necessary changes, and accurately evaluate the impact on other areas. Work both independently and by leading others toward completion of deliverables.
Job Responsibilities:
Create analysis deliverable scope and methodology and provide analysis, trends and recommendations to support enterprise goals.
Provide trending data to management and support teams as needed.
Understand and navigate Voice of Customer (VoC) programs and be able to translate insights into recommendations for key stakeholders.
Help stakeholders thru the customer journey within Customer Care, and the broader T-Mobile for Business enterprise – illuminating opportunities and successes to improve the customer experience.
Lead development and implementation of new departmental processes, programs and tools.
Contribute to the development of new reporting.
Maintain, enhance and provide results from existing reports in accordance with business needs.
Actively develop and maintain working relationship and act as partner with key business owners
Proactively identify opportunities to bridge gaps between current and desired state
Participate in enterprise initiatives representing National Customer Service and Insights and Quality for T-Mobile for Business.
Peer to peer leadership for projects and deliverables
Education:
Bachelor's Degree preferably in a quantitative field (Preferred)
Work Experience:
Experience with voice of the customer programs, such as Medallia or Qualtrics. (Required)
Experience with Snowflake, SQL, TCS and AI tools is preferred but not required.
Knowledge, Skills and Abilities:
Customer Service (Required)
Problem Solving (Required)
Reporting & Analysis (Required)
Communication (Required)
Data Analysis (Required)
Presentations (Required)
VoC Program Experience (Required)
Business Objects (Preferred)
SQL (Preferred)
Remedy (Preferred)
Telecommunications System (TCS) (Preferred)
At least 18 years of age- Legally authorized to work in the United States
Washington Pay Range: $82,200.00 - $111,300.00
- The pay range above is the general base pay range for a successful candidate in the state listed. The successful candidate’s actual pay will be based on various factors, such as work location, qualifications, and experience, so the actual starting pay may be above or below 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, while Retail and Business Sales roles are eligible for monthly or quarterly sales incentives. And since we are ALL owners, EVERY employee at T-Mobile is eligible for an Annual Stock Grant. For information about T-Mobile’s amazing benefits, check out https://careers.t-mobile.com/culture-and-benefits/
Travel:
Travel Required (Yes/No):Yes
DOT Regulated:
DOT Regulated Position (Yes/No):No
Safety Sensitive Position (Yes/No):No
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 paid 12 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 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!
T-Mobile 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.
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.
