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Vincent Palladino

@vincentpalladino

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Customer and employee experience insights leader. Built T-Mobile's Voice of Frontline program for 50,000+ employees.

United States

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What I'm looking for

Individual contributor or lead roles in Voice of Customer, Voice of Employee, CX insights, employee listening, and experience strategy. Remote US (Arizona) or Phoenix-area hybrid. Not looking for HR administration, recruiting, HRIS, payroll, sales, or generic project management roles.

At T-Mobile USA, I owned the enterprise Voice of Frontline program serving 50,000+ employees. I established continuous listening to identify friction in technology, tools, processes, and employee workflows.

I designed listening strategies using surveys, focus groups, field observations, support interactions, and operational data. I turned those insights into evidence-based recommendations for Technology, Product, Operations, and senior leadership.

I established workflows and governance for evaluating feedback, prioritizing issues, routing insights to stakeholders, and following through. As Business Owner for modernization of the enterprise feedback platform, I co-authored business requirements, supported vendor evaluation and RFP selection, and partnered through implementation.

Earlier at T-Mobile USA, I led customer experience and operational improvement across the Greater Southwest and supported operational strategy across 1,000+ retail locations. I also led a team of four Program Managers overseeing concurrent enterprise initiatives as Manager, Program Management (Interim).

Experience

Work history, roles, and key accomplishments

Frontline Experience Manager

T-Mobile USA

Feb 2026 - Jul 2026 (5 months)

Owned T-Mobile's enterprise Voice of Frontline program serving 50,000+ employees, establishing continuous listening capabilities and translating frontline needs into enterprise improvement opportunities. Designed qualitative and quantitative listening strategies and established scalable operating models and governance for feedback intake and action.

Qualtrics Power BI Excel PowerPoint Generative AI Voice Of Employee Qualitative Research Quantitative Research Survey Focus Groups Root Cause Analysis Program Management Change Management Vendor Management

Manager, Program Management (Interim)

T-Mobile USA

Jun 2025 - Jan 2026 (7 months)

Led and developed a team of four Program Managers overseeing a portfolio of concurrent enterprise initiatives, establishing priorities, governance, stakeholder alignment, risk management, and executive visibility.

Program Management Team Leadership Governance Stakeholder Management Risk Management

Total Experience Manager

T-Mobile USA

Dec 2023 - May 2025 (1 year 5 months)

Led cross-functional customer experience and operational improvement across the Greater Southwest, including two contact centers, identifying friction across Retail, Care, and Network touchpoints and driving resolution of systemic experience and execution gaps.

Customer Experience Root Cause Analysis Journey Mapping Executive Presentation Cross functional Leadership Voice Of Customer

Operations Manager

T-Mobile USA

Mar 2021 - Nov 2023 (2 years 8 months)

Supported operational strategy and execution across 1,000+ retail locations, connecting customer and frontline experience trends with enterprise teams to identify systemic opportunities. Supported operational readiness for T-Mobile's first Experience Store launches.

Operations Management Retail Operations Root Cause Analysis Cross functional Leadership Operational Readiness

Metro Development Manager

T-Mobile USA

Jan 2017 - Mar 2021 (4 years 2 months)

Managed performance and operational execution across five third-party dealer organizations, partnering with leaders to improve customer experience, execution, and business performance through coaching and data-driven action plans.

Performance Management Coaching Data Driven Action Plans Partnership Management