Data Analyst – Customer Experience – T-Mobile
T-Mobile is America's fastest-growing wireless carrier and the leader in 5G, connecting over 117 million customers across the US. We are hiring a Data Analyst on our Customer Experience Analytics team in Bellevue, WA — using data to understand why customers love T-Mobile and identifying the friction points that lead to churn so we can fix them before they happen.
Responsibilities
- Analyze customer satisfaction scores (NPS, CSAT), complaint data, and contact center interactions to identify CX improvement opportunities
- Build predictive churn models using subscriber billing, usage, and service history data
- Create dashboards tracking customer journey KPIs from acquisition through retention in Tableau and Power BI
- Support Voice of Customer (VoC) analytics programs including survey design and text analytics on customer verbatims
- Collaborate with Care, Marketing, Network, and Product teams on cross-functional CX improvement initiatives
- Present customer experience trend analysis and recommendations to senior leadership quarterly
Requirements
- Bachelor's degree in Data Science, Marketing Analytics, Statistics, or Business
- Strong SQL skills for querying subscriber and transactional databases
- Python or R proficiency for predictive modeling and text analytics
- Experience with NLP/text mining for customer feedback analysis is a plus
- Passion for customer experience, telecom, and technology
Benefits
- Competitive salary with annual bonus and T-Mobile RSU equity
- Free T-Mobile phone and voice/data plan for employee and up to 3 lines
- Medical, dental, and vision benefits
- 401(k) with T-Mobile matching contribution
- Tuition assistance and access to T-Mobile's internal learning platform