The Principal CXM defines the playbook for how T-Mobile identifies systemic customer pain points, governs new and changing experiences before launch, resolves ambiguous enterprise ownership, and converts signals into durable changes that improve NPS, reduce churn, and lower frontline friction. This role operates with a high degree of independence and empowerment, leading the most complex, customer-impacting experience work across Marketing, Product, IT, Supply Chain, EPO, Frontline Experience, frontline channels, Digital, Analytics, and executive stakeholders.