Director of Design Research - Customer Experience Design

Last updated one month ago
Location:Charlotte, North Carolina, Fargo, North Dakota, Irving, Texas, Issaquah, Washington
Job Type:Full Time

Customer Experience & Success – Customer Experience Design & Digital Customer Success

With more than 10K employees worldwide and a further 20,000+ outsourced engineers and advocates, the Customer Experience and Support team helps and supports customers in 191 countries in 46 languages, providing best-in-class support to our diverse customer base from Xbox gamers to small and large enterprises to developers and partners. 

  • Do you want to empower every person and every organization on the planet to achieve more?
  • Do you want to work in an open and inclusive environment where diverse perspectives are celebrated?
  • If you love talking to and learning from customers and are excited about working with brilliant technical minds, we want to talk to you.

We are focused on how we can Empower, Help, and Advise Microsoft customers. We engage in solving complex problems for customers, we collaborate and knowledge share with each other, and we innovate on solutions to enable our customers to make the most of Microsoft products.

Our team is geographically distributed, we speak many languages and we come from a variety of cultural backgrounds. We are rapidly expanding, and we are looking for talented people with a passion for solving complex issues and an obsession for customer happiness.

In Customer Experience Design & Digital Customer Success, we look at the world through the eyes of our customers and use that outside-in perspective to help shape products, services, and experiences throughout the customer lifecycle.

The team has two high level objectives:

  • understand the journey of every customer, the touchpoints they have with us, and to identify the moments that truly matter to each customer that engages with Microsoft.
  • bring digital transformation to Microsoft’s engagement with customers during their journey, to deliver an amazing and personalized experience to each customer.

We are in the middle of a transformation, moving beyond a focus on Support Delivery to truly driving the end-to-end customer experience for Microsoft. We are looking for a senior level strategic leader to partner closely with the engineering groups to both provide input and build differentiated experiences into our products. The ideal candidate will have deep technical expertise aligned with products across the Microsoft portfolio as well as a passion for our customers.

We're looking for a talented senior-level Customer Experience Design Researcher to join us and lead compelling experience design research that empowers our team to create brilliant customer experiences. You'll have the opportunity to shape the direction Microsoft’s customer experience and significantly impact the customer experience across all products services. We value customer obsession, creativity, sharing ideas openly, and having fun while we work. Most of all, we’re motivated by the desire to create experiences that help our customers achieve more, save time and connect to what they care about the most across Microsoft products and services.

As a Senior Designer Researcher, you will partner closely with other researchers, designers, product management, and engineers to define and create new experiences for Microsoft customers. You will have the opportunity to drive research strategy, lead experience design workshops and employ a wide range of methods. You must be highly collaborative, as your work will touch many parts of Microsoft as a trusted advisor. You must also be willing to take charge and lead the research and design disciplines, set strategic goals and collaborate with many stakeholders to ensure the customer is the center of the decisions. Your experience in customer experience design will be paramount – this role needs a true experience design professional, who is eager to roll up their sleeves and be extremely hands-on.


As a Senior Design Researcher, you will be an essential part of the Digital Experience & Success Team. We are a new team, and you will help build a team culture that is customer obsessed, a trusted advocate to customers and a trusted advisor across Microsoft. We’ll take the responsibility to design brilliant customer experiences seriously, have fun and take care of each other along the way. Diversity and Inclusivity are core values of the team, so bring your authentic self. We’re building a team that understands ego and emotion are no match for data, and you’ll be expected to use data to challenge assumptions and shape the views of others.

Our core business objectives are:

  • Deeply understand the experience of Microsoft customers, measure their experience at every touchpoint, and identify opportunities and methods to improve the quality of those engagements.
  • Digitize customer touchpoints. Digitization creates data that can be used to understand the customer more deeply, and deliver them a better, more personalized experience.
  • Empower our employees with digital tools to that enable them to deliver better, more personalized, customer experiences with every interaction.

As a Senior Design Researcher, you will contribute to these objectives by:

  • Being an expert in customer experience design, who is equal parts customer obsessed and data-driven.
  • Driving foundational research strategy for the team while partnering with product owners, solution owners to define moments of truth on behalf of the customer.
  • Leading customer research to produce study plans, analysis for personas, customer journeys maps and information architecture frameworks.
  • Ability to create designs based on your iterative customer research and be flexible enough for low fidelity UX, flows and quick prototypes.
  • Review and validate work with peers, stakeholders, and users throughout the operating model processes, maintaining constant and open communication with key team members.
  • Utilize your expertise in customer experience design research to delve deeply into problems, collaborate with subject matter experts internally, and work extensively with customers to find high impact solutions.
  • Work with product owners and developers on research findings during implementation. Maintain an open communication channel and ensure products are delivered at a Microsoft standard.
  • Manage design and research workloads and prioritize work with product owners or peers.
  • Working independently to design, conduct, and analyze usability and design research and to present clearly to team members and key stakeholders.


Required Qualifications:

  • 5+ years Customer Experience Design Experience
  • 5+ years designing experiences that include extensive digital solutions (omni-channel, self-service, AI bots, etc.)

Preferred Qualifications:

  • Experience working in an Agile environment.
  • Experience with a broad range of research methodologies (qualitative and quantitative techniques) and you understand the right balance between the two.
  • Plus: User design experience with visual design tools such as Photoshop, Sketch, Figma.

Key Competencies and Role Essentials

  • Lateral problem-solving skills. Needs to be able to identify possible solutions that are outside of the obvious design space.
  • Must understand Microsoft’s products and services organizations and roles and balance this knowledge with the outside-in customer views to design a brilliant customer experience that can be reasonably delivered at scale.
  • Ability to clearly and succulently present concepts and explain findings to stakeholders.
  • Must be willing to innovate with other Microsoft Customer Experience and Design teams- hungry to learn from others and share with others.
  • Demonstrated experience with a wide variety of research methods (e.g., interviewing, surveys, foundational, quantitative, qualitative, etc.) Hands-on experience with: lab-based user testing, remote testing, paper prototype testing, iterative prototype testing, concept testing, field research, international research, and survey design.
  • Strong grasp of quantitative data analysis and statistics.
  • Exceptional behavioral data-collection and analysis skills, e.g., designing, conducting, and analyzing all kinds of user data.
  • Excellent communication, presentation, interpersonal and analytical skills; the ability to communicate complex concepts clearly and persuasively across different audiences and varying levels of the organization Experience with a broad range of research methodologies (qualitative and quantitative techniques) and you understand the right balance between the two.

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.