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 Customer Experience Solution Area Lead (Security) is a senior individual contributor role in the Customer Experience & Success organization, focused on the top CX priorities in the Security Solution Area. This role requires an individual with strong field and Security product portfolio experience to partner across the Microsoft eco-system to solve the company’s most complex customer and partner impacting priorities and deliver customer experience business relevant insights to regional senior leadership.

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.

Responsibilities:

In this role, you will:

• Engage with senior leaders across MCAPS, Engineering and Marketing
• Deliver strategic Customer Experience (CX) insights & analysis anchored on the customer product experience via listening system aggregation across the 4 voices (customer, partner, market, employee)
• In partnership with leaders across Microsoft, prioritize a set of “fewer and deeper” CX business priorities to drive critical business value & differentiation
• Drive operational & business excellence to prevent, mitigate & unblock CX issues

Qualifications:

Required Qualifications

• Bachelor's Degree in Sales, Marketing, Computer Science, Information Technology (IT), Data Science, Business Analytics, Finance, Mathematics, Physical Sciences, Humanities, or related field AND 8+ years experience in consulting, change management, project management, customer engagement, sales/business engagement, relationship management, analytics, or customer feedback and intelligence program managementOR equivalent experience.

Preferred Qualifications

• Hands‑on experience with one or more Microsoft Security solutions (e.g., Microsoft Defender, Sentinel, Entra, Purview), or equivalent, including implementation, integration, or operational use.
• Proven ability to respond effectively to challenging questions, manage pushback, and maintain credibility and composure in high‑stakes or time‑sensitive executive settings.
• Demonstrated ability to assess industry trends, competitive dynamics, and market opportunities, translating insights into actionable recommendations that support business growth or risk mitigation.
• Experience leading and coordinating large, globally distributed, cross‑functional teams (e.g., engineering, product, sales, operations) without direct reporting authority.
• Track record of challenging assumptions, identifying gaps in current practices, and recommending improvements based on evidence rather than intuition or hierarchy.
• Experience contributing to large‑scale transformations (process, technology, or organizational) with measurable adoption outcomes.
• Ability to collaboratively design and advocate for alternative approaches, building consensus and solution ownership across diverse stakeholders.

Customer Experience IC5 - The typical base pay range for this role across the U.S. is USD $116,900 - $203,600 per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $148,400 - $222,600 per year.

Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here:
https://careers.microsoft.com/us/en/us-corporate-pay

This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance with religious accommodations and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.