Laura Villarreal
Designing Experiences That Work for People & Business | Principal CX Designer | Digital Transformation Leader | Go-To-Market Execution | Bridging Human Needs + Business Outcomes
- Role
- Senior Manager, Retail Strategy and Transformation at T-Mobile
- Location
- Seattle, WA, US
- LinkedIn followers
- 500 followers
About Laura Villarreal
I help organizations transform customer experiences and operational performance by bridging strategy, operations, and technology. Over two decades, I’ve led enterprise-scale initiatives across retail, telecom, and digital channels—delivering measurable business outcomes, seamless adoption, and improved customer satisfaction.My expertise includes:Leading cross-functional teams to execute CX, operational, and AI-enabled transformations across thousands of locations.Designing omnichannel customer journeys that connect digital, in-store, and post-purchase experiences.Advising leadership on strategic, scalable, and measurable transformation initiatives.Building talent and leadership programs that enable long-term organizational success.I specialize in solving complex organizational challenges: eliminating fragmented customer experiences, scaling operational efficiency, and enabling enterprise-wide adoption of digital and AI solutions.I thrive at the intersection of CX, operations, and technology, translating insights into actionable solutions that deliver tangible ROI. My passion is helping organizations simplify complexity, accelerate change, and create lasting business impact.
Experience
Senior Manager, Retail Strategy and Transformation
Jul 2025 — Present · Bellevue, WA, US
Enterprise Impact: Own enterprise retail transformation strategy, driving measurable improvements in customer experience, operational efficiency, and AI-enabled adoption across T-Mobile’s physical retail footprint.Define and execute multi-year transformation roadmaps aligned to business growth, frontline productivity, and customer outcomes.Executive Leadership & Influence: Partner with executive leaders across CX, Operations, Technology, and Retail to align vision, funding, and execution of enterprise initiatives.Serve as a strategic advisor to senior leadership on scalable retail experience modernization and transformation priorities.Transformation & Scale: Lead modernization of assisted retail experiences using human-centered design, journey orchestration, and service blueprinting to improve frontline efficiency and customer satisfaction at scale.Drive enterprise adoption of AI-enabled tools and digital solutions that streamline store operations, enhance employee decision-making, and accelerate time-to-value.Business Outcomes & Measurement: Leverage VOC, customer insights, and operational KPIs to identify systemic friction points and deliver data-driven improvements that increase store performance and customer engagement.Establish performance metrics and governance models to ensure measurable ROI, adoption, and sustainable transformation impact.
Education
Ashford University
Marketing
2019 — 2020
Skills
- Customer Retention
- Sales Operations
- Leadership
- Sales
- Sales Management
- Direct Sales
- Customer Experience
- Management
- Recruiting
- Account Management
- Marketing
- Customer Service
- Retail
- Sales Process
- Customer Satisfaction
- Business Development
- Coaching
- Salesforce.com
- Call Centers
- Crm
- Relationship Management
- Salesforce Training
- Team Building
- Telecommunications
- Team Leadership
- Solution Selling
- Strategic Planning
- Program Management
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