Karen Vinz-Holcomb
Frontline Experience and Operational Readiness Advocate | Engaging Presenter & Storyteller | Collaborative Program Owner | Strategic and Execution Focused Program Manager
- Role
- Senior Customer Experience Manager Journey Designer and Program Owner at T-Mobile
- Location
- Denver, CO, US
- LinkedIn followers
- 500 followers
About Karen Vinz-Holcomb
Senior CX and operations leader with 20 years driving digital-first, AI-enabled service transformations. I design and deliver low-effort customer journeys, align cross-functional teams around strategic roadmaps, and elevate performance through data-driven change management. Notable strengths include enterprise journey design (200+ journeys), program governance, and post-merger integration. Program and Project Management, owning the retails support line program for Sprint, owning the roll out of NBA to Sprint Customer Care and Care escalations. Cross functional partner super star.I’m passionate about removing roadblocks for customers and employees alike, building trusted partnerships at all levels, and delivering outcomes that align with the business’s future vision. If you’re pursuing customer-centric transformation or enterprise-scale programs, I’d love to connect.SKILLS & EXPERTISE• Call Center Operations• Project Management• Journey Documentation• Corporate Communications• Change Management• Training & Development• Trusted partnerships• Process simplification• Program Management• Cross functional leadership• Customer Care• Voice of the Customer (VOC)
Experience
Senior Customer Experience Manager Journey Designer and Program Owner
Jan 2021 — Present · CO, US
Journey designer focused on digital transformation for T-Mobile digital profiles and life events. Merger integration and network shut down program manager.Key Accomplishments: • Life Events and Account Access: Document current journey (200+), identify pain points, proposed North Star solution and execution by partnering with program owners, cyber security, fraud and CX Designers • Accelerated and increased synergies to $8B by 2025, 30% more than originally planned supporting the Care arm of merger and integration efforts • Migrated 10 million accounts from Sprint to T-MobileProgram owned the shut down of the Sprint Network and the Sprint Care arm of the enterprise
Education
Brown College
Associates in Applied Science in Radio Broadcast, Radio Broadcast
2001 — 2002
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