Sr Director, CX Measurement & Insights, Customer Experience & Success

Last updated 22 hours ago
Location:Redmond, Washington
Job Type:Full Time

Do you want to help Microsoft transform the customer experience through the strategic use of data and insights?Do you have proven success in driving enterprise-wide measurement strategy from ideation through to implementation? If so, this may be your next great career opportunity!If so, this may be your next great career opportunity!

With over 12,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is embarking on an unprecedented journey to provide a differentiated and connected customer experience. Through the Connected Customer Experience strategy, our aim is to build a differentiated, end-to-end customer experience that delights our customers across every touchpoint. It is an amazing time for our industry. Microsoft has an opportunity to be a customer experience market leader and we need your leadership to help us act on it.

As the Senior Director of CX Measurement & Insights within the Business Strategy & Programs team, you will support the CE&S CVP and leadership team to reimagine, co-create, implement and operationalize a new Connected Customer Experience (inclusive of support) measurement and insights strategy. You will lead measurement and insights strategy development, enablement, and the supporting rhythm of connection to enable our leaders and business to understand the health and state of our customer experience. This is a high impact and high visibility role that combines strategy development, design, business requirements gathering, implementation planning, execution and change management/adoption across the Microsoft ecosystem. Collaborating across multiple large organizations including Support, Sales, Marketing, Engineering, Operations, Services, Finance, and Legal is an essential part of the job.

This exciting opportunity provides visibility across all CE&S and multiple organizations across Microsoft. The Senior Director of CX Measurement & Insights role is essential to enabling the vision of the organization as being recognized as the world leader in customer experience, success, and support. This role calls for a balance of leadership, technical aptitude, influence skills and individual contributions. You must be able to work well under pressure, have low ego with high confidence and interpersonal awareness, willing and able to partner effectively with diverse stakeholders, deliver impact under tight deadlines and must be flexible with strong ability to be effective in the midst of ambiguity and uncertainty.


Your direct accountabilities will include:

Strategic insights and measurement planning, execution, and governance:

  • Develop and land a comprehensive and customer focused measurement and insights strategy to gauge success and identify moments that matter across the connected customer experience, spanning in product, digital and human interactions
  • Derive value and insights from multiple complex data sets across differing systems to create a meaningful and holistic view of the customer experience
  • Develop and lead business insights governance by partnering across a complex set of stakeholders to prioritize business requirements and scope investments and resources required to deliver results
  • Partner with corporate and field stakeholders to provide measurement and insights capabilities that enable connectedness of our business reviews and operations
  • Provide direction and phases (i.e. roadmap) for evolution of this capability from today to future state and beyond
  • Translate strategic insights into business opportunities
  • Analyze, define, and refine business requirements and create functional specifications

Cross functional leadership and effective communication:

  • Lead, coach, and develop a global team of technical and non-technical talent
  • Work closely with other BI and digital organizations to drive alignment of a common vision, guiding principles, strategy, and execution plan
  • Analyze, define, and refine business requirements and create functional specifications
  • Lead critical strategic initiatives for the business, including analyzing and framing options with rationale, aligning sponsors/stakeholders, and landing implementation
  • Partner to drive cross-discipline initiatives, including key issues analysis and recommendations
  • Create concise and impactful written presentations and targeted communications, as required, to drive new strategies
  • Develop and use key cross-functional business outcome measures, tools, and process in partnership with other teams to understand results and drive customer and business success
  • Contribute to and foster an exceptional and inclusive work environment


Key Capabilities & Behaviors

  • 15+ years of experience in data, business, and predictive analytics and experience in management, consulting, strategy, business planning, technical program management or marketing, ideally in the technology or customer experience sector.
  • 5+ years of managing direct and indirect teams, hiring, developing, retaining high performing technical talent
  • Proven success in driving enterprise-wide measurement strategy from ideation through to implementation
  • Mix of strategy experience and technical expertise, familiar with new and emerging technologies, innovative and comfortable pioneering and leading through change
  • Business Intelligence knowledge and delivery experience
  • Strong experience leading teams in the use of a variety of data mining and data science methods (e.g. Logistic Regression, Decision Tree, SVM, Naive Bayes, K-Means, Random Forest, Dimensionality Reduction Algorithms, Gradient Boosting algorithms).
  • Experience working with unstructured and structured data with a solid understanding of big data solutions.
  • Ability to act as a liaison between business stakeholders and development teams to ensure successful technical fulfillment of business requirements
  • Demonstrated business experience; self-motivated, confident working at a senior executive level and comfortable
  • Aptitude and the passion for data and analytics, strategy formulation and program execution
  • Strong analytical and problem-solving skills and attention to detail
  • Innovative thinker, ability to push the envelope
  • Proactive, forward thinking and ability to synthesize disparate information effectively and quickly into clear recommendations, actions, and decisions
  • Strong leadership, executive presence, organizational agility, ability to impact and influence at all levels across the company
  • Project management skills, ability to develop and execute processes that facilitate collaboration, leadership team effectiveness and impact
  • Ability to rapidly gain/build trust and confidence of internal and external stakeholders
  • Forward thinking and strategic, yet pragmatic and operationally savvy, with a commitment to a job well done
  • Relevant Bachelors’ degree or experience commensurate with job expectations for this leadership position

Location/Travel: You may be located anywhere in the world. You can expect global travel to be required, less than 25%.

Join us and be one who empowers billions! That’s incredible reach. When you combine that with your own inspiration, plus the freedom and support to make your ideas happen, you can make a huge impact on how people work and live all over the world.

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.