Global Customer Experience Insights Lead

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With more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. We drive cross-company alignment and execution, ensuring that we consistently exceed customers’ expectations in every interaction, whether in-product, digital, or human-centered. CE&S is responsible for all up services across the company, including consulting, customer success, and support across Microsoft’s portfolio of solutions and products. Join CE&S and help us accelerate AI transformation for our customers and the world.

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!

The Global Customer Experience Insights Lead will be responsible for the strategic development and execution of insights that enable efforts to improve and enhance the overall customer and/or partner experience. This role involves engaging with a broad range of stakeholders to understand the business and to provide thought leadership on data and insights that can be used to understand, improve and measure success of experience-related initiatives. This lead will gather, analyze, and interpret customer and/or partner data and deliver insights to a wide range of executive stakeholders to drive business decisions and improve the customer and/or partner experience.

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 4+ 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.
• 4+ years of business insights experience providing data interpretation and translation into actionable recommendations.
• Prior experience working with or designing research for and conducting insights work for senior business decision-makers.

Preferred Qualifications:

• 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 8+ years experience in consulting, change management, project management, customer engagement, sales/business engagement, relationship management, analytics, or customer feedback and intelligence program management
  • OR 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 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.
• Prior experience working within technology, specifically B2B/SaaS.
• Prior experience working with advanced analytics teams and interpreting their outputs.
• Knowledge and applied experience of CX philosophy, research approaches and desired outcomes.

Customer Experience IC4 - The typical base pay range for this role across the U.S. is USD $96,500 - $188,400 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 $123,500 - $206,400 per year.

Customer Experience IC5 - The typical base pay range for this role across the U.S. is USD $116,900 - $203,600 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 $148,400 - $222,600 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 and processes offers for these roles on an ongoing basis.

#CES #GCX

Responsibilities

• Research Projects: Contribute to the design of qualitative and quantitative research projects to understand business and customer needs, preferences, and trends.
• Provide Actionable Insights: Synthesize research and analysis with industry expertise to uncover valuable information and translate it into clear, actionable recommendations.
• Present Findings Effectively: Communicate research findings compellingly and persuasively, using data visualization and storytelling techniques. Present findings and recommendations to senior leadership, translating complex data into clear, actionable insights
• Strategic Thinking: Possess solid business acumen and the ability to translate data into actionable insights
• Stakeholder Collaboration: Work closely with cross-functional teams to integrate insights into strategic planning and execution.
• Innovation: Stay abreast of industry trends and emerging technologies to continuously improve the insights practice.
• Be a Trusted Advisor: Build effective relationships with stakeholders, offering guidance and expertise on trends, customer behavior, and competitive landscape and opportunities for improvement.
• Collaborate Cross-Functionally: Work closely with teams across the organization, such as engagement, strategy, strategic programs and business teams to align research with business goals.
• Champion the customer and/or partner: Advocate for the their perspective, ensuring their needs and preferences are considered in decision-making.
• Drive Strategic Planning: Be a compelling thought leader who can help drive us toward positive differentiation in the customer and/or partner experience.

Other Responsibilties:

• Embody our culture and values