Business Analysis Manager, Demand Planning Contact ...

At T-Mobile, we invest in YOU Our Total Rewards Package ensures that employees get the same big love we give our customers. All team members receive a competitive base salary and compensation package - this is Total Rewards. Employees enjoy multiple wealth-building opportunities through our annual stock grant, employee stock purchase plan, 401(k), and access to free, year-round money coaches. That's how we're UNSTOPPABLE for our employeesJob OverviewThe Customer Care, Demand Planning Contact Insights Team within the Consumer Group organization is looking for an exceptional individual contributor who can supercharge existing reporting and analysis to new heights. 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 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 into 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. 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.Job Responsibilities:Support lifecycle analytics initiatives including data sourcing, analysis, interpretation, and executive-level presentationIndependently construct complex models to drive long-range forecasts, staffing recommendations, and strategic decisionsPerform post-mortem analyses to determine impacts from key business decisionsExtract 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.)Effectively collaborate with project teams to identify risks and opportunities and align to organizational goalsSupport Executive Level presentation development to influence leadership through fact-based analysis, clear communication, and negotiationDrive proactive cross-functional collaboration, influencing key stakeholders within Customer Experience, Marketing, Digital, and other support teams to implement recommendationsCollaborate with Demand Planning and IVR teams to drive continuous process improvement and share best practicesAbility to autonomously gather and analyze data; Proven analytical skillsAdvanced reporting and analysis, performance and data visualization (Tableau, Power BI, etc.)Advanced analytics, which includes SQL analysis of complex datasets, competitive analysis, quantitative analysis & researchProven track record of presenting complex findings in a concise, informative mannerStrong problem-solver and intellectually curious (analytical/logical thinking, creati

Created: 2026-02-09