Carly Rintisch

About Carly Rintisch

Customer Experience, Strategy & Insights leader with over 15 years of experience strengthening how organizations use customer data to guide business decisions. Proven track record transforming complex feedback programs into practical, scalable systems that support marketing, product, technology and operational priorities. Recognized for solving complex problems from the ground up, influencing cross-functional leadership, and translating customer behavior into measurable business impact.CORE EXPERTISE• Consumer Experience Strategy & Operations• Customer Journey Optimization & CX Measurement• Voice of Customer & Feedback Program Design• Data-Driven Marketing & Decision Support• Dashboards, Reporting & Self-Service Analytics• Executive & Customer-Facing Storytelling• AI-Enabled Analytics & Insight Innovation• Vendor, Budget & Program Management • Cross-Functional Leadership (Product, Marketing, Engineering, Operations)• Team Leadership & Organizational Change

Experience

1. Senior Manager, Consumer Insights, Omnichannel Experience & Frontline Insights

   T-Mobile

   Jul 2024 — Present · Seattle, WA, US

   Customer Experience Transformation• Led the redesign of T-Mobile’s enterprise omnichannel customer experience program, converting a complex, survey-driven model into a streamlined system embedded across Marketing, Digital, Product, Engineering, Retail, and Care. • Reduced customer burden by approximately 75% while expanding cross-channel visibility across a 29M+ active customer base.• Shifted the organization from high-level score reporting to targeted, decision-ready analysis aligned with growth, retention, and conversion priorities—elevating the credibility and business relevance of customer insights among senior leaders.Integrated Customer & Business Analysis• Replaced recall-based journey identification with behavioral data validation, improving accuracy and strengthening the organization’s ability to identify breakdowns across digital and frontline interactions. • Connected experience insights with operational and behavioral metrics to clarify investment priorities and highlight drivers of retention and revenue performance.Marketing & Lifecycle Integration• Partnered with Marketing leadership to incorporate customer and frontline insights into base management strategy, value proposition development, and journey planning. • Informed acquisition, onboarding, retention, and service initiatives by identifying communication gaps, handoff issues, and areas of customer uncertainty.Reporting Modernization & AI Enhancements• Built self-service dashboards and reporting tools that reduced manual effort and improved accessibility of insights. • Introduced AI-supported feedback analysis to improve clarity of open-ended responses and accelerate identification of recurring themes without increasing customer effort.Leadership & Organizational Development• Lead and develop an insights team through organizational change, strengthening onboarding processes, workload management, and long-term capability development while maintaining delivery standards.

Education

• ARGOSY UNIVERSITY SEATTLE

  MBA, Marketing

  2007 — 2009

• Harvard Business School Online

  Leadership Principles, Organizational Leadership

• Digital Marketing Institute

  Diploma of Education, Digital Marketing

• Northwestern University - Kellogg School of Management

  Digital Marketing Strategies: Data Automation, AI & Analytics, Marketing

• USP - Universidade de São Paulo

  BA, Social Science

  2002 — 2006

• University of Washington

  Certificate, Project Management

  2008 — 2009

• Cornell University

  Marketing Analytics, Marketing