CASY-MSCCN Jobs

Be 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! We are seeking an experienced and strategic-minded Senior Business Analysis Manager in Customer Service Strategy and Planning to deliver big insights and help leaders throughout the business to make critical strategic and operational decisions and shape the long-term vision of T-Mobile. The ideal candidate creates customer-centric recommendations informed by analysis, and good business acumen and partners with the business to drive improvements in a matrixed environment through creativity, and effective communication. They lead collaborative efforts with various teams including marketing, product, and platform teams on complex modeling and analysis requests. This position also leads the design and development of reporting structures & interfaces, as well as the administration of standardized reports to be used across teams. They are comfortable acting as an internal data SME and know where datasets are that will answer business questions. Strategy Development: Support development and implementation of a comprehensive service channel strategy with a focus on reducing cost to serve while enhancing customer experience. Support and maintain integrated technology and financial roadmap for customer service, aligning with multi-year financial and customer experience objectives. Support and maintain service channel and interaction economic measurement framework. Recommend data-driven improvements to enhance channel effectiveness, response times, and issue resolution. Collaborate with cross-functional teams to find opportunities for cost-to-serve reduction through new technologies including AI/ML, reduced customer effort, and enhanced customer interactions. Evaluate new technologies, tools, and AI-driven solutions that support customer contact and cost-to-serve reduction. Data Analysis and Insights: Take complex data and simplify to present findings in a clear and compelling manner. Leverage data analytics to capture insights on customer interactions, trends, and pain points, using findings to reduce cost to serve and improve operational efficiency. Analyze customer service operational costs and financial performance, finding opportunities for cost-to-serve reduction. Develop and implement strategies to enhance economics while maintaining service quality. Streamline processes through the integration of technology, automation, and best practices to improve response times and issue resolution. Continuous Improvement: Interact with various teams across T-Mobile to provide insights, analysis and recommendations that deliver data-driven, optimized experiences. Uses analytical and modeling capability to enhance decision-making across a range of options and present findings and recommendations for prioritization of resources to all levels of the organization. Analyze data and trends to assess the effectiveness of strategies and recommend adjustments as needed. Identify and implement technology solutions that enhance service channel capabilities and contribute to revenue optimization. Collaborate with various internal partners, including marketing, product, operations, and sales to align strategies and achieve company-wide goals. Generate regular reports and presentations to communicate progress, trends, and recommendations to senior leadership. Provide insights to leadership based on data analysis, highl