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.

Responsibilities Key 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

Qualifications Required/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, change management, project management, customer engagement, sales/business engagement, relationship management, analytics, or customer feedback and intelligence program management
• OR equivalent experience.
• 4+ years of business insights experience within B2B SaaS/tech
• Experience working with or designing research for and conducting insights work for senior business decision-makers in the technology category.

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

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.

Customer Experience IC4 - The typical base pay range for this role across the U.S. is USD $96,500 - $188,400 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 $123,500 - $206,400 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.