Sr. Analyst, Business Process and Instructional Design

T-MOBILE USA, Inc.
$70,500 - $127,100Corporate Bonus Target: 15%
life insurance, vision insurance, flexible benefit account, paid time off, paid holidays, tuition assistance, 401(k)
United States, Pennsylvania, Allentown
1605 North Cedar Crest Boulevard (Show on map)
Feb 05, 2025
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 employees! Are you a self-driven analyst that is excited about learning, wearing multiple hats and is a champion for change? Are you motivated about developing and implementing innovative ideas? This role may be for you. The Sr. Analyst of Business Process will be responsible for developing, re-engineering, improving, and maintaining training modules, and frontline content to support the Credit Underwriting, Enterprise Government Collections and Customer Verification business goals. Responsibilities: Design end to end processes by identifying, analyzing, prioritizing, documenting and implementing policy and procedure improvements (new or existing), not limited to tools and methods that are repeatable and sustainable. Provide proactive, frequent, and regular communication to all impacted teams, cross-functional teams including Credit Leadership. This also includes project readouts of risks, issues, and impacts to timelines. Solves complex, multi-faceted problems facing day-to-day operations; deliver simplified solutions that allow the department to seamlessly provide customer service excellence. Proactively identify potential issues as a departmental expert and collaborate with cross-functional partners to mitigate issues and risks by planning/implementing solutions with a sense of urgency. Use extensive knowledge of T-Mobile's policies and systems to scope proposed changes and potential impacts to the department and customers. Communicate changes to the department. Foster relationships with key cross-functional partners and internal stakeholders, and develop strong partnerships to obtain results on behalf of the department. Align policy, procedure and process with other lines of business to ensure consistent customer service experience. As an owner, you will manage C2/SharePoint updates and revisions with collaboration from Credit, Fraud & Collections business owners and management to ensure active procedures are accurate. Serves as point of contact for the Credit organization for all Credit Underwriting, Enterprise Government Collections, and Customer Verification related policies and C2/SharePoint content. Create in Articulate and deliver all new hire and continuing education training curriculum for new and tenured Credit Underwriters, EGC analysts and Customer Verification analysts (not limited to these departments). Partners with management to ensure all employees have the proper tools, training, and coaching environment to be successful in their roles. Serve in a consulting or subject matter expert capacity on Credit related initiatives driven by Credit or Enterprise to ensure a successful rollout. Could be responsible for the oversight of other subgroups/teams, tasks, activities, deliverables, and timelines to accomplish project objectives that impact Credit. Responsible for execution of User Acceptance Testing, which includes writing test cases for internally driven projects. Education: Bachelor's Degree or 5 years of related experience in lieu of degree. (Required) Work Experience: 4-7 years related work experience. (Required) 2+ years experience in business process mapping and documentation framework (Required) Training facilitation experience (Preferred) Instructional Design experience (Preferred) Experience with Articulate 360 (Preferred) * At least 18 years of age * Legally authorized to work in the United States Travel: Travel Required (Yes/No):No DOT Regulated: DOT Regulated Position (Yes/No):No Safety Sensitive Position (Yes/No):No Base Pay Range: $70,500 - $127,100 Corporate Bonus Target: 15% The pay range above is the general base pay range for a successful candidate in the role. The successful candidate's actual pay will be based on various factors, such as work location, qualifications, and experience, so the actual starting pay will vary within this range. At T-Mobile, employees in regular, non-temporary roles are eligible for an annual bonus or periodic sales incentive or bonus, based on their role. Most Corporate employees are eligible for a year-end bonus based on company and/or individual performance and which is set at a percentage of the employee's eligible earnings in the prior year. Certain positions in Customer Care are eligible for monthly bonuses based on individual and/or team performance. To find the pay range for this role based on hiring location, click here. At T-Mobile, our benefits exemplify the spirit of One Team, Together! A big part of how we care for one another is working to ensure our benefits evolve to meet the needs of our team members. Full and part-time employees have access to the same benefits when eligible. We cover all of the bases, offering medical, dental and vision insurance, a flexible spending account, 401(k), employee stock grants, employee stock purchase plan, paid time off and up to 12 paid holidays - which total about 4 weeks for new full-time employees and about 2.5 weeks for new part-time employees annually - paid parental and family leave, family building benefits, back-up care, enhanced family support, childcare subsidy, tuition assistance, college coaching, short- and long-term disability, voluntary AD&D coverage, voluntary accident coverage, voluntary life insurance, voluntary disability insurance, and voluntary long-term care insurance. We don't stop there - eligible employees can also receive mobile service & home internet discounts, pet insurance, and access to commuter and transit programs! To learn about T-Mobile's amazing benefits, check out www.t-mobilebenefits.com. Never stop growing! As part of the T-Mobile team, you know the Un-carrier doesn't have a corporate ladder-it's more like a jungle gym of possibilities! We love helping our employees grow in their careers, because it's that shared drive to aim high that drives our business and our culture forward. By applying for this career opportunity, you're living our values while investing in your career growth-and we applaud it. You're unstoppable! T-Mobile USA, Inc. is an Equal Opportunity Employer. All decisions concerning the employment relationship will be made without regard to age, race, ethnicity, color, religion, creed, sex, sexual orientation, gender identity or expression, national origin, religious affiliation, marital status, citizenship status, veteran status, the presence of any physical or mental disability, or any other status or characteristic protected by federal, state, or local law. Discrimination, retaliation or harassment based upon any of these factors is wholly inconsistent with how we do business and will not be tolerated. Talent comes in all forms at the Un-carrier. If you are an individual with a disability and need reasonable accommodation at any point in the application or interview process, please let us know by emailing ApplicantAccommodation@t-mobile.com or calling 1-844-873-9500. Please note, this contact channel is not a means to apply for or inquire about a position and we are unable to respond to non-accommodation related requests.