Bryan Piard

About Bryan Piard

I’m a Senior Customer Experience Manager specializing in digital service transformation, scalable customer journeys, and frontline enablement within complex enterprise environments. At T-Mobile, I lead and influence high-visibility initiatives that bridge the gap between customer self-service expectations and real-world operational constraints, with a focus on digital, AI-assisted, and automation-driven experiences.Highlights include- Designing and shaping digital-first customer journeys that reduce friction, improve confidence, and scale across millions of customers- Supporting the pilot and rollout of AI-assisted troubleshooting capabilities, enabling frontline teams with real-time insights and decision support- Founding and leading the T-Mobile Home Internet CX launch, from pilot through national scale using fixed wireless technology- Partnering cross-functionally across Product, Engineering, Care, and Operations to translate strategy into executable customer experiencesI’m known for combining systems thinking, operational realism, and customer empathy—and for taking on ambiguous, high-impact problems that require both strategic vision and execution.I regularly present to senior leadership and enjoy mentoring peers while helping teams move from concept to scalable reality.Specialties- Digital; AI-Enabled Customer Experience- Service Journey Design; Optimization- Frontline Enablement; Tooling Strategy- Cross-Functional Delivery (Product, Engineering, Care, Ops)- Scaled CX Operations; Enterprise Change- Translating Strategy into Executable Experiences

Experience

1. Sr Customer Experience Manager

   T-Mobile

   Mar 2022 — Present · Bellevue, WA, US

   Lead and influence digital customer experience strategy and service journey design across high-visibility consumer initiatives, partnering with digital, product, engineering, and care teams.Key contributions- Shaped digital-first and AI-assisted service journeys designed to reduce unnecessary customer contacts while improving frontline confidence- Supported the rollout of real-time troubleshooting and decision-support tools, enabling technical experts with actionable insights- Served as a recognized SME and mentor, frequently tapped for complex problem-solving, journey reviews, and strategic input- Delivered multiple stretch initiatives with enterprise visibility, translating ambiguous strategy into executable CX solutionsKnown for precision, depth, and the ability to connect customer needs, operational realities, and technology capabilities.

Education

• University of Northern Colorado

  Bachelor of Arts – French for Liberal Arts, French, Political Science

  1998 — 2003

• University of Northern Colorado

  Bachelor's degree, Liberal Arts and Sciences/Liberal Studies

  1999 — 2004

Skills

• Call Centers
• Customer Service
• Customer Satisfaction
• Sharepoint
• Program Management
• Technical Support
• Business Analysis
• Workforce Management
• Call Center
• Team Leadership
• Strategic Planning
• Telecommunications
• Analysis
• Integration
• Management
• Troubleshooting
• Wireless
• Process Improvement
• Customer Experience