Senior Director of Customer Experience Insights

Share job

With over 17,000 employees worldwide, the mission of the Customer Experience & Success (CE&S) organization is to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. Come join CE&S and help us build a future where customers achieve their business outcomes faster with technology that does more.

Within CE&S, the Global Customer Experience (GCX) organization empowers Microsoft to deliver transformative customer and partner experiences through planning, co-creating, executing, and driving adoption of our Customer Experience (CX) strategy. Our bold ambition is to see Microsoft recognized as the CX leader across industries. Join us today to be at the forefront of CX strategy, innovation, and to deliver business value through prioritized CX improvements and customer obsessed culture at scale!

As the Senior Director of CX Measurement & Insights within the Global Customer Experience team, you will support the Customer Experience & Success (CE&S) and Global Customer Experience (GCX) leadership teams to continuously evolve and modernize the Microsoft CX measurement and insights strategy. You will lead measurement and insights strategy development, enablement and the supporting rhythm of connection to enable our leaders and business to understand the health and state of our customer experience. You will create and implement an AI strategy to take our CX measurement and insights capabilities to the next level. This is a high impact and high visibility role that combines strategy development, design, business requirements gathering, implementation planning, execution and change management/adoption across the Microsoft ecosystem. Collaborating across multiple large organizations including Support, Sales, Marketing, Engineering, Operations, Services, Finance, and Legal is an essential part of the job.

This exciting opportunity provides visibility across CE&S and multiple organizations across Microsoft. The Senior Director of CX Measurement & Insights’ role is essential to enabling the vision of the organization as being recognized as the world leader in customer experience, success and support. This role calls for a balance of visionary leadership, technical aptitude, influence skills and individual contributions. You should be able to work well under pressure, demonstrate a growth mindset, high resilience, situational awareness, willing and able to partner effectively with diverse stakeholders across a complex matrixed environment to drive outcomes, deliver impact under tight deadlines with an ability to be effective in the midst of ambiguity and uncertainty. This role requires effective cross-functional leadership, influencing skills and the ability to scale successfully through others at all levels across Microsoft.

This role is flexible in that you can work up to 100% from home.

Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.

Required Qualifications:

• Bachelor's Degree in Sales, Marketing, Computer Science, Information Technology (IT), Data Science, Business Analytics, Business, Finance, Mathematics, Physical Sciences, Humanities, or related field AND 10+ years experience in consulting, change management, project management, customer engagement, sales/business engagement, relationship management, analytics, or customer feedback and intelligence program management
  • OR equivalent experience.
• 7+ years of experience in data, business, and predictive analytics and experience in management, consulting, strategy, business planning, technical program management or marketing, ideally in the technology or customer experience sector.

Preferred Qualifications:

• Bachelor's Degree in Sales, Marketing, Computer Science, Information Technology (IT), Data Science, Business Analytics, Business, Finance, Mathematics, Physical Sciences, Humanities, or related field AND 15+ years experience in change management, project management, customer engagement, sales/business engagement, relationship management, analytics, or customer feedback and intelligence program management
  • OR Master's Degree in Sales, Marketing, Computer Science, Information Technology (IT), Data Science, Business Analytics, Business, Finance, Mathematics, Physical Sciences, Humanities, or related field AND 12+ years experience in consulting, change management, project management, customer engagement, sales/business engagement, relationship management, analytics, or customer feedback and intelligence program management
  • OR equivalent experience.
• 5+ years people management experience.
• Mix of strategy experience and technical expertise, familiar with new and emerging technologies, innovative and comfortable pioneering and leading through change.
• Experience using a variety of data mining and data science methods (e.g. Logistic Regression, Decision Tree, SVM, Naive Bayes, K-Means, Random Forest, Dimensionality Reduction Algorithms, Gradient Boosting algorithms).
• Experience working with unstructured and structured data with a solid understanding of big data solutions.
• Demonstrated business experience; self-motivated, confident working at a senior executive level and comfortable.
• Aptitude and the passion for data and analytics, strategy formulation and program execution.
• Effective analytical and problem-solving skills and attention to detail.
• Innovative thinker, ability to push the envelope.
• Comprehensive Business Intelligence knowledge and delivery experience.
• Ability to act as a liaison between business stakeholders and development teams to ensure successful technical fulfillment of business requirements.
• Executive presence and the ability to collaborate with and influence others.
• Proactive, forward thinking and ability to synthesize disparate information effectively and quickly into clear recommendations, actions and decisions.
• Effective leadership, organizational agility, ability to impact and influence senior level leaders across the company.
• Project management skills, ability to develop and execute processes that facilitate collaboration, leadership team effectiveness and impact.
• Ability to rapidly gain/build trust and confidence of internal and external stakeholders.
• Forward thinking and strategic, yet pragmatic and operationally savvy, with a commitment to a job well done.

Customer Experience IC6 - The typical base pay range for this role across the U.S. is USD $130,900 - $277,200 per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $165,600 - $303,600 per year.

Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here: https://careers.microsoft.com/us/en/us-corporate-pay

Microsoft will accept applications for the role until June 7, 2025.

Your direct accountabilities will include:

• Strategic insights and measurement planning, execution, and governance.
• Evolve and modernize a comprehensive, AI first customer focused experience measurement and insights strategy to gauge success and identify moments that matter across the connected customer experience, spanning in product, digital and human interactions.
• Derive value and actionable insights from multiple complex data sets across differing systems to create a meaningful and holistic view of the customer experience.
• Develop and lead business insights governance by partnering across a complex set of stakeholders to prioritize business requirements and scope investments and resources required to deliver results.
• Partner with corporate and field stakeholders to provide measurement and insights capabilities that enable connectedness of our business reviews and operations.
• Provide direction and phases (i.e. roadmap) for evolution of this capability from today to future state and beyond.
• Translate strategic insights into business opportunities.
• Analyze, define, and refine business requirements and create functional specificationsCross functional leadership and effective communication.
• Work closely with other BI and digital organizations to drive alignment of a common vision, guiding principles, strategy and execution plan.
• Analyze, define, and refine business requirements and create functional specifications for experience measurement instruments and new capability development.
• Lead critical strategic initiatives for the business, including analyzing and framing options with rationale, aligning sponsors/stakeholders, and landing implementation.
• Partner to drive cross-discipline initiatives, including key issues analysis and recommendations
• Create concise and impactful written presentations and targeted communications as required to drive new strategies.
• Develop and use key cross-functional business outcome measures, tools, and process in partnership with other teams to understand results and drive customer and business success.
• Contribute to and foster an exceptional and inclusive work environment.
• Effective interpersonal skills, cross-team collaboration, ability to influence, open and honest feedback and interaction.

• Other:

  • Embody our culture and values