Microsoft is on a mission to empower every person and every organization on the planet to achieve more. Our culture is centered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day. In doing so, we create life-changing innovations that impact billions of lives around the world. You can help us to achieve our mission.

With over 15,000 employees worldwide, the Microsoft Customer Experience and Success (CEnS) organization is responsible for the strategy, design, and implementation of the Microsoft end-to-end customer experience. This newly expanded organization reflects the Microsoft ambition to be known as a customer experience company, ensuring our Microsoft mission to empower every person and every organization on the planet to achieve more is enabled by delighting customers and consistently exceeding their expectations in every interaction through a connected customer experience.

Microsoft has a tremendous opportunity to exceed customer expectations and drive greater customer loyalty and trust, which leads to greater satisfaction, retention, and growth. The CEnS organization is looking for people with a passion for delivering customer success to help us build a future where customers come to us, not only because we provide industry-leading products and services, and also because we provide a differentiated and connected customer experience that is rooted in our commitment to delivering on customer outcomes.

Responsibilities

With over 21,000 employees worldwide, the Microsoft Services team includes IT architects, consultants, support engineers, sales, and business leaders who serve our customers in 191 countries and 46 languages, providing best-in-class platforms and productivity services. Our Customer Experience & Success (CE&S) team is on the front lines with our customers - Consumer and Enterprise - helping them get the most from their technology investments.

From end-to-end, Microsoft Customer Experience & Success (CE&S) is transforming the way we support our customers, and we want you to be a part of it! Enterprise Services (ES) is a dynamic large global organization that delivers great customer experiences across all Microsoft products every day.

In ES, our vision and our promise is to drive Customer Success with a Modern Support experience across the customer lifecycle. We aspire to deliver seamless experiences with quality, speed and value by building self-healing into our products and services to prevent and automate issue resolution before customers experience a problem. We enable our transformation with telemetry, tools, readiness and business intelligence to drive successful outcomes for our customers. We know our customers and anticipate their needs across every stage of the lifecycle.

The Business Excellence team is looking for experienced highly motivated individual to focus on our operational insights as a designated Data Scientist. The Data Scientist is a linchpin role working within the broader CE&S organization. This person will work with cross-functional teams across the Enterprise Services organization to effectively manage and deliver on Insights & Analytics, operations and transformation. In this critical Program, you will be responsible for executing on business objectives through analytical modeling that incorporate HQ functions, consulting domain leadership and area/field leadership thereby creating transparency around insights & analytics initiatives through a rhythm of the business (ROB). You will execute on the detailed implementation, and support of analytical models, tools and techniques including process changes that are part of this program.  

We are looking for a talented and motivated analytics professional who can build predictive models and solve a wide variety of predictive analytics problems – all with the goal of providing actionable insights into business processes and customer experience.  You will contribute to continuing the team’s progress toward being a recognized hub for forward thinking in the field of advanced data analytics. The team consists of experts in statistical data analysis, machine learning, driver analysis, forecasting, big data technologies, fraud analytics, and clickstream analytics etc. The person in this role must demonstrate and maintain strong domain expertise, demonstrate experience in algorithms and analytical expertise on operational metrics and KPIs and articulate these analytics to key business stakeholders. Additionally, the Data Scientist will manage the suite of standard or ad hoc reporting needs and manage data feeds. In addition, the ability to be flexible and take on challenges outside of current knowledge and skill sets will be critical to achieving success. If you have the relevant experience and ideas for how to solve complex business problems, then we would like to hear from you.

Key Responsibilities include :

• Develop analytical solutions to predict customers’ next issues to solve them proactively

• Develop drivers analysis on key operational KPIs  using ML algorithms to identify levers for remediation

• Building simulations to test and optimize processes

• Collaborate with cross functional teams and partners on business problems and strategic priorities of the team

KEY ACCOUNTABILITIES: 

• Translate business problems into analytical requirements. Build and develop analytical solutions including ML models, segmentation, Customer and operational KPI deep dives, NLP,  operational dashboards etc working alongside a strong team of Business Partners, Analysts, Architects to deliver priority outcomes in alignment with the strategic roadmap for the organization 

• Engage broadly with teams to frame, structure and prioritize business problems where insights can have the biggest impact

• Act as an evangelist and catalyst for Analytics & BI innovation

Qualifications

KEY QUALIFICATIONS: 

• 8+ years of analytics hands-on experience across Regression(Linear/Logit/Gamma), Cluster analysis (K-Means/Modes/Hier), Simulations, Time Series forecasting, text mining, Hypothesis testing, Optimization techniques etc.

• Proven track record of delivering high impact in complex business settings

• Experience on Microsoft BI stack and exposure to machine learning and data mining, large scale computing systems including experience in SQL, R/ Python/ SAS/ AzureML or similar languages.

• Design and BI architecture skills, partnering with engineering & information architecture teams on design & architecture will be good to have

• Excellent communications and interpersonal skills. Ability to convince other strong personalities of their ideas and work with a large number of partners in solving a problem.

• Masters or PhD in Statistics/Econometrics/Computer Science or related discipline is preferable

PERSONAL ATTRIBUTES/INTERPERSONAL SKILLS:

o Excellent written and oral communication skills, particularly the ability to synthesize complex issues/scenarios into easy-to-understand concepts.

o An attention to detail with self-discipline and a drive for results.

o Demonstrated ability to work in ambiguous situations and across organizational boundaries. 

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.  We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form. 

Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.