Principal Experience Strategy Manager
At least 18 years of age
Legally authorized to work in the United States
High School Diploma or GED
Bachelors Degree BFA or BS in HCI, Human Factors, Cognitive Psychology (or similar), Human-Centered Computing or related field.
7+ years experience in User Experience or related field - e.g., user research, experience strategy and architecture, content strategy, creative direction, front-end development, and/or design operations.
4-7 years experience as a Creative or UX team lead for a top consumer brand, or strategic consulting.
5+ years of experience in CX and service design.
5+ years of experience using CX methodologies such as research, user-centered service design internal and external stakeholder management, and measurement program design.
Experience working in an Agile development environment with strong knowledge of Product Discovery.
7+ years experience in web design or software development.
Strong expertise in design execution, rapid prototyping, communication, and workflow management.
4+ years experience crafting and leading the socialization of an impactful experience strategy and vision for high-performing UX/CX and/or Product Strategy teams.
High aptitude for learning, strong business and technical acuity, and the ability to work effectively with highly technical partners in a fast-paced environment.
Portfolio Management - An online portfolio of relevant work samples.
Intermediate to advanced skills with the following software: large-scale CRM platforms such as Salesforce, Adobe content and workflow management systems, journey management tools such as Mural, presentation and analytics software such as Adobe Analytics, assessment management systems such as Sketch or Figma; collaboration tools such as Slack and SharePoint.
Experience with the Apple Human Interface Guidelines, Material Design libraries, and native application design paradigns.
Acts as an internal brand ambassador and evangelist for Human-Centered Design, partnering with key leaders to demonstrate how experience strategy and data-driven customer centric empowers the creation of premier digital experiences.
Collaboratively defines, drives, and evolves an experience strategy that touches all channels, serving as the digital north star for a world-class customer experience.
Monitor and measure performance against customer expectations; Centralize, analyze, and synthesize customer feedback and data; Identify metrics to track and ensure those metrics are linked to business outcomes.
Leads and executes experience strategy activities, results and artifacts, including customer journey maps and personas, empathy maps, service design blueprints, content strategy, information architectures, experience ecosystem maps, storyboards, and aspirational experience narratives.
Ensures research is used during product journey ideations to validate solutions, seeks out gaps, and advocates for in-depth research analysis.
Plans and leads cross-functional service design and design thinking workshops that optimally drive towards productive outcomes.
Provides direction and aspiration to ensure meaningful and measurable strategies and drive cohesion across the various digital properties, following established experience design principles and guidelines
Guides, mentors and inspires the UX/CX team, keeping up with the design industry evolution including new trends and technologies.
Provides focused thought leadership, leads continuous improvement, cultivates a culture of inclusion, transparency, and innovation, and nurtures a community of practice for Human-Centered Design.
Equal Employment Opportunity
We take equal opportunity seriously-by choice.
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.