New 
Director of Customer Experience Insights
 Microsoft | |
 United States, Texas, Irving | |
| 7000 State Highway 161 (Show on map) | |
 Jan 22, 2025 | |
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OverviewWith over 17,000 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!The Director of Customer Experience Insights will lead the strategic development and execution of customer insights that enable efforts to improve and enhance the overall customer experience (CX). 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 leader will manage a team of insights leader that gather, analyze, and interpret customer data and deliver insights to a wide range of executive stakeholders to drive business decisions and improve CX.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.
ResponsibilitiesProvide Actionable Insights: Synthesize research and analysis with industry expertise to uncover valuable information and translate it into clear, actionable recommendations.Research Projects: Contribute to the design of qualitative and quantitative research projects to understand business and customer needs, preferences, and trends.Stakeholder Collaboration: Work closely with cross-functional teams to integrate insights into strategic planning and execution.Present Findings Effectively: Communicate research findings compellingly and persuasively, using data visualization and storytelling techniques. Present findings and recommendations to senior leadership, translating complex data into clear, actionable insightsInnovation: Stay abreast of industry trends and emerging technologies to continuously improve the insights practice.Present Findings Effectively: Communicate research findings compellingly and persuasively, using data visualization and storytelling techniques. Present findings and recommendations to senior leadership, translating complex data into clear, actionable insightsBe a Trusted Advisor: Build strong relationships with stakeholders, offering guidance and expertise on trends, customer behavior, and competitive landscape and opportunities for improvement.Collaborate Cross-Functionally: Work closely with teams across the organization, such as engagement, strategy, strategic programs and business teams to align research with business goals.Champion the Customer: Advocate for the customer's perspective, ensuring their needs and preferences are considered in decision-making.Drive Strategic Planning: Be a compelling thought leader who can help drive us toward positive differentiation in the customer experience.Strategic Thinking: Possess strong business acumen and the ability to translate data into actionable insightsOtherEmbody our culture and values | |