Responsibilities

About our team:  We are the Customer Experience Measurement & Insights (CXMI) team serving the needs of the Customer Experience & Success (CE&S) organization within Microsoft.  Our remit covers customer, partner, employee and market signals for all non-product experiences - ranging from reactive support through relationship management - for service, support, and field domains. 
 
In this role you will:  

• Learn the Microsoft business through direct and indirect methods, ensuring to ground all future decisions and insights-related work is tailored to the unique context of Microsoft. 
• Work to identify critical stakeholders and their needs as it relates to our measures and insights function.
• Work amid ambiguity to define the near-term and future state of the insights function. 
• Co-create the insights portfolio suite which will serve as the basis for the insights “products” CXMI will deliver across our stakeholder and remit ranges. 
• Amalgamate signals across customer, partner, market and field insights to create a cohesive, accurate read of the health of our business and what is needed to move the needle.
• Build, motivate, lead a team of exceptional, highly-numerate  insights analysts and researchers under our Model, Coach, Care framework.
• Closely monitor and synthesize relevant industry and competitive trends across all available instruments, including all forms of experience and operational data.
• Understand the broader market and competitive landscape, delivering insights which improve Microsoft’s path to delivering differentiated customer experience.
•  Be seen as an insights expert within not just CXMI but within the Business Stratagies & Programs (BS&P) and CE&S organizations more broadly.
• Work closely with our product, marketing, brand, and other teams to ensure that all information and insights are eligible for cross-use.
• Collaborate with “look-alike” roles within Microsoft to deepen the relationships between insights teams while increasing consistency of global insights delivery.
• Become an evangelist, advocate, and educator within CE&S, ensuring that insights are the very first go-to for any question, on any topic, anywhere in the business, anywhere in the world.

Qualifications

• 10+ years of experience working in the field of customer experience insights.
• 3+ years of experience working in or consulting in the technology space
• 10+ years of experience using both experience and operational data as a management consultant and/or insights professional. 
• 5+ years of direct people management experience; experience building a team is preferred.
• Experience working in a B2B environment required; additional experience with transitioning legacy/on-prem businesses is a bonus. 
• Academic or practical training related to advanced analytics is preferred but not required.
• Demonstrated experience using insights for investment-grade decisions.

#CES #BSP

At Microsoft, certain roles are eligible for additional rewards, including annual bonus and stock. These awards are allocated based on individual performance. In addition, certain roles also have the opportunity to earn sales incentives based on revenue or utilization, depending on the terms of the plan and the employee’s role.

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.