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Job Overview
Role Type: Individual Contributor
The Customer Care Demand Planning Contact Insights Team within the Consumer Group organization is looking for an exceptional individual contributor to help us elevate how we turn complex data into clear, strategic action. In this role, you will be responsible for ensuring new Digital/AI and Messaging Channel initiatives and experiences align with our strategic and organizational goals. The ideal candidate will possess a proven track record of success synthesizing complex data sets into easily digestible conclusions and/or recommendations to business problem statements.
The Sr. Business Analysis Manager will be a subject matter expert for new Digital and Messaging initiatives that shape the future of T-Mobile’s Customer Care Experience. As part of the Contact Insights team, this role will leverage data to ensure emerging technologies enhance existing human experiences, creating a seamless omni-channel customer experience. Additionally, insights into customer behavior and customer engagement will support underlying drivers of forecast variance, post-mortem analysis, and evaluate impacts to the Customer Care organization from T-Mobile Projects & Initiatives to ensure appropriate staffing globally, optimize customer experience, and deliver on strategic planning and performance goals.
This role is highly visible and requires robust partnership and collaboration with stakeholders across multiple departments in the organization including Digital, Marketing, Care Operations, and Network Operations. The ideal candidate should possess a strong analytical background, utilize data to derive conclusions and clear recommendations, and thrive in a fast-paced environment. Communication of complex issues in simple terms, comfort with ambiguity, and the ability to work under pressure/tight timelines are critical to success in this position.
This role isn’t just about crunching numbers — it’s about storytelling, leadership, and elevating the Contact Insights team. You will join a team that sits at the center of strategic decision-making for Care Operations, is empowered to shape policies and reduce customer effort, trusted by senior leaders to drive change, and values learning, speed, intellectual curiosity, and collaborative excellence.

Job Responsibilities:

• Autonomously manage complete lifecycle analytics initiatives including data sourcing, analysis, interpretation, and executive-level presentation
• Independently construct complex models to drive long-range forecasts, staffing recommendations, and strategic decisions
• Perform post-mortem analyses to determine demand and experience impacts from key business decisions
• Extract the big picture from detailed analysis, formulate robust conclusions, and prepare presentations and models to support conclusions of key drivers of performance (e.g. sales volume, gross margin, churn, value creation, etc.)
• Act as a leader within project teams to identify risks and opportunities and align to organizational goals
• Develop Executive Level presentations to influence leadership through fact-based analysis, clear communication, and negotiation
• Lead cross-functional collaboration proactively, influencing key stakeholders within Customer Experience, Marketing, Digital, and other support teams to implement recommendations
• Collaborate with Demand Planning and IVR teams to drive continuous process improvement and development
• Act as a mentor within the team, sharing best practices and elevating overall analytical capability
• Maintain proactive communication and relationship-building at senior leadership levels

KNOWLEDGE, SKILLS, AND ABILITIES

• Exceptional ability to autonomously gather and analyze data; Proven analytical skills
• Advanced reporting and analysis, performance and data visualization (Tableau, Power BI, etc.)
• Advanced analytics, which includes SQL analysis of complex datasets, competitive analysis, quantitative analysis & research
• Proven track record of presenting complex findings in a concise, informative manner
• Strong problem-solver and intellectually curious (analytical/logical thinking, creative)
• Demonstrates advanced ability to manage multiple priorities simultaneously and meet tight deadlines
• Demonstrates comfort with ambiguity and thinks outside of the box
• Excellent communication skills (verbal and written)
• Exceptional ability to partner with and influence others with excellent networking skills
• Exceptional ability to learn by assimilating and applying new job-related information that may vary in complexity
• Telecommunication experience preferred

REQUIRED QUALIFICATIONS

• Exceptional Financial Modeling skills
• Proven experience with Business Case development
• Bachelor’s Degree or equivalent work experience required in quantitative discipline (Math/Statistics/Finance/Economics or other)
• 5+ years in analytical roles with increasing scope
• Proficiency in Microsoft Office with an emphasis on Excel
• Associates Degree. Business, Economics, Finance, Mathematics, Statistics or other related field

PREFERRED QUALIFICATIONS

• Strong storytelling and presentation skills at an executive level
• Experience analyzing digital, app, or self-service customer behavior
• Advanced skills in Excel, PowerPoint, and data visualization (e.g. Power BI or Tableau)
• Deep experience in SQL and large datasets (Snowflake / Teradata / Relational Database experience)
• Experience with the development of mathematical models
• Project Management experience
• Some knowledge of statistics is preferred, but not essential
• At least 18 years of age
• Legally authorized to work in the United States

• Autonomously manage complete lifecycle analytics initiatives including data sourcing, analysis, interpretation, and executive-level presentation
• Independently construct complex models to drive long-range forecasts, staffing recommendations, and strategic decisions
• Perform post-mortem analyses to determine demand and experience impacts from key business decisions
• Extract the big picture from detailed analysis, formulate robust conclusions, and prepare presentations and models to support conclusions of key drivers of performance (e.g. sales volume, gross margin, churn, value creation, etc.)
• Act as a leader within project teams to identify risks and opportunities and align to organizational goals
• Develop Executive Level presentations to influence leadership through fact-based analysis, clear communication, and negotiation
• Lead cross-functional collaboration proactively, influencing key stakeholders within Customer Experience, Marketing, Digital, and other support teams to implement recommendations
• Collaborate with Demand Planning and IVR teams to drive continuous process improvement and development
• Act as a mentor within the team, sharing best practices and elevating overall analytical capability
• Maintain proactive communication and relationship-building at senior leadership level