This role is one of very few roles in the company that is responsible for looking end to end across all of Microsoft’s products, services, and programs.  By doing so, the Customer Experience Manager can identify trends that enable us to solve problems, mitigate risks that ensure customers have a great experience with Microsoft and our partners. Ultimately we exist to turn customers into fans, and make Microsoft even more competitive. 

As a company our mission is to empower every person and every organization on the planet to achieve more. As an employer, we empower our own people to achieve more and make a difference in the world.  If you have a strong track record for customer centricity, cross-group collaboration skills, a drive for impact and influence at all levels of the company, a willingness to blend commercial acumen with getting the most out of people and teams and an interest in accelerating then we have an exciting opportunity for you.

Responsibilitie

Voice of Customer

Leverages customer listening engines to collect local customer feedback and trends and uses a variety of data collection methods to ensure a wide array of perspectives (e.g., coordinating roundtables, conducting one-on-one interviews, surveys, etc.). Supports and coordinates the end-to-end administration and communication strategy of key data collection methods. Engages in conversations with customer stakeholders to listen to and better understand customers' business experience with relevant products/services.

Aggregates multiple data sources to provide actionable insights tied to specific roles, industries, segments, geographies, etc. Ensures insights that are backed up with credible data points and evidence. Presents and shares key lessons learned to internal stakeholders of key lessons learned from customers and partners. Conducts analyses and provides an output that helps generate and validate insights across teams.

Coordinates with stakeholders and supports relevant improvement plans, and adds specific steps and facts to plans to help ensure a smooth process. Engages in the development of problem statements and helps identify customer problems that need to be addressed. Measures the ongoing progress and completion of implementation plans.

Customer Satisfaction

Develops a point of view on what needs to change regarding customer and partner-related processes, systems, and products. Contributes to actionable and tangible customer and partner-related improvements. Focuses on driving measurable improvements to the customer experience and works with other groups to accept and prepare for change.

Learns how to navigate the Microsoft organization, hierarchies, and uses knowledge of key business drivers and stakeholder priorities to influence others. Connects, with guidance, people and processes in the relevant area to ensure the customer and partner experience integrates into business plans and decisions.​ Leverages a standard approach to stakeholder engagement to inform and listen to feedback, continuously capture feedback from stakeholders on the progress of customer improvement plans.

Supports business planning and leverages stakeholders to drive quality execution in timely manner. Works with the relevant teams on planning projects, reviewing possible opportunities to ensure plans move forward in a timely manner. Develops and executes plans with quality to achieve a defined result on Customer and Partner opportunities in relevant areas.

Customer/Partner Obsession

Advocates for and celebrates customer-centricity and a customer-obsessed culture and drives accountability for this within roles across the organization. Amplifies customer obsession by sharing success stories and modelling excellent customer obsession behaviours for others to follow. Possesses a sense of ownership for customer loyalty and diligently works to instill this in others. Incorporates the customer-obsessed mindset into all conversations to help drive culture change.

Understands the customer experience in specific areas, including industry trends and key competitors​​. Demonstrates a working knowledge of the customer's set of Microsoft products/services and how they impact the customer's business. Possesses a working knowledge of general issues and their potential impact to customer businesses and needs for internal stakeholders.

Programs Management

Possesses knowledge of and may influence programs that impact customer satisfaction (e.g., customer account management). Embeds the customer voice into the planning and decision making within key programs. Helps ensures internal readiness to product/service changes impacting customers. Helps drive field awareness on proper escalation paths and involves leadership where appropriate. Follows up with internal stakeholders to ensure customer/partner experience changes take place and are incorporated into working processes.

Connects people and processes across the organization to influence, guide, and/or manage improvement plans, and will often work with key senior leaders to ensure progress on key initiatives are moving forward.

Works with various groups to develop targeted action plans to address and improve customer/partner issues and experience.

Partners with relevant internal teams to help plan and execute important customer experience based projects and continuously sees additional opportunities to drive improvement plans forward.

Qualifications

Required/Minimum Qualifications:

Bachelor's Degree (or equivalent) in Sales, Marketing, Computer Science, Computer Engineering, Information Technology (IT), Management Consulting or related field AND 4+ years experience in change management, project management, customer engagement, sales/business engagement, relationship management, analytics, or customer feedback and intelligence program management

OR equivalent experience.

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. 

Knowledge, Skills, Abilities

·        Analytical Thinking

·        Business Acumen

·        Business Relationship Management

·        Change Management

·        Conflict Resolution

·        Crisis Management

·        Cross-functional Team Leadership

·        Data Analysis

·        Data Interpretation

·        Detail Oriented

·        English Language Proficiency

·        Executive Relationships

·        Influence Others

·        Key Performance Indicators

·        Local Language Proficiency

·        Microsoft Product Knowledge

·        Negotiation

·        Operational Excellence

·        Oral Communication

·        Organization Skills

·        Organizational Savvy

·        Presentations

·        Problem Solving

·        Program Management

·        Project Management

·        Project Visioning

·        Stakeholder Management

·        Storytelling

·        Strategic Thinking

·        Written Communication

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