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Overview 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 CX Insights Lead - Industry 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.
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.
ResponsibilitiesKey Responsibilities
Aggregate and analyze customer, partner, and market insights from multiple sources to identify actionable opportunities.
Provide clear, data-driven recommendations to business stakeholders and senior leadership.
Collaborate with cross-functional teams to integrate insights into strategic planning and execution.
Present findings using compelling data storytelling and visualization techniques.
Build and maintain relationships with key stakeholders, acting as a trusted advisor on customer/partner trends.
Champion the customer/partner perspective in decision-making.
Stay current on industry trends and emerging technologies to continuously improve the insights practice.
Embody Microsoft’s culture of inclusion, respect, integrity, and accountability.
Key Competencies
Unique to This Level
Independent Execution: Delivers insights and recommendations with minimal supervision.
Tactical Influence: Impacts immediate team and business area.
Data Synthesis: Strong at translating data into actionable recommendations for a focused scope.
Other
Embody our culture and values
QualificationsRequired/Minimum 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.
Additional Or 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 8+ 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 6+ years experience in consulting, chang
