New 
Customer Experience Strategy and Insights Lead
 Microsoft | |
 United States, Washington, Redmond | |
 Nov 26, 2024 | |
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OverviewWith over 18,000 employees worldwide, the mission of the Customer Experience & Success (CE&S) organization is to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft's products and services, ignited by our people and culture. Come join CE&S and help us build a future where customers achieve their business outcomes faster with technology that does more. 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! We are seeking a Customer Experience Strategy and Insights Lead with a proven track record of driving business strategy development and design in Customer Experience (CX). This is a high visibility, individual contributor role, reporting into Senior Director Business Strategy and Programs, with accountability across four key areas: Support the Senior Director of CX Strategy and Insights with Strategy Development and optimization that continues to establish Microsoft as the world's most customer centric organization. Continuously drive research and leverage data and insights (market, customer, partner, and field teams) to identify disruptive whitespace and growth opportunities that accelerate Microsoft's mission and provide inimitable competitive advantage. Lead business case development cycle for net-new strategic initiatives, moving them through ideation, ROI analysis, narrative development, executive reviews, funding approvals, and seamlessly hand off to Business Planning and relevant execution teams. Partner across Microsoft cross functional teams, manage relationships, build a network of champions globally, and influence senior leaders up to VP and CVP level on future strategy roadmaps. Develop a v-team that can be leveraged to review new initiatives narrative reads and manage ongoing cadence. This exciting opportunity provides visibility, influence and leadership across CE&S and the entire Microsoft ecosystem. The role is essential to the vision of the organization, and provides thought leadership in customer experience, success, and support. This role calls for a balance of strategic thought leadership, proposal and implementation plan development, influence skills and effective communication. You must bring solid demonstrated experience with delivering results in high pressure environments, executive stakeholder management, and being a source of clarity in ambiguous circumstances. You are a senior leader with an entrepreneurial spirit, a self-starter with strong ownership and direction. You embody the Microsoft leadership principles: Providing Clarity: Synthesize the complex, Ensure shared understanding, Define a course of action. Generate Energy: Inspire optimism, creativity, and growth, create an environment where everyone does their best work, build organizations that are stronger tomorrow than today. Deliver Success: Drive innovation that people love, be boundary-less in seeking solutions, tenaciously pursue the right outcomes. 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.
ResponsibilitiesSupport the Senior Director of CX Strategy and Insights with Strategy Development and optimization that continues to establish Microsoft as the world's most customer centric organization. Continuously drive research and leverage data and insights (market, customer, partner, and field teams) to identify disruptive whitespace and growth opportunities that accelerate Microsoft's mission and provide inimitable competitive advantage. Collaborate with and manage consulting partners as needed. Build the CX insights capability, lead/drive research, and convert findings into relevant insights that can inform strategic direction for the organization. Lead business case development cycle for net-new strategic initiatives, moving them through ideation, ROI analysis, narrative development, executive reviews, funding approvals, and seamlessly hand off to Business Planning and relevant execution teams. Partner across Microsoft cross functional teams, manage relationships, build a network of champions globally, and influence senior leaders up to VP and CVP level on future strategy roadmaps. Develop a v-team that can be leveraged to review new initiatives narrative reads and manage ongoing cadence. Deeply understand and continuously align strategy to broader business vision, mission, objectives. Build repeatable mechanisms that will deliver organizational efficiencies, drive required pilots and scale to promote new ways of working. Collaborate with and manage consulting partners as needed. Build the CX insights capability, lead/drive research, and convert findings into relevant insights that can inform strategic direction for the organization. | |