Customer Experience M6

Microsoft; Easter Howgate; On-site; GBP 70,000 - 100,000; Full time

Job summary

A leading company seeks a strategic leader in customer insights to develop comprehensive strategies that align with organizational goals. The role involves team management, data analysis, and collaboration across functions to deliver actionable insights. Ideal candidates will have extensive experience in market research and a strong leadership background.

Qualifications

• 8-10 years of experience in customer insights or market research.
• 5 years in a leadership role.
• Postgraduate degree preferred.

Responsibilities

• Develop and implement insights strategy aligned with organizational goals.
• Lead and mentor a team of insights professionals.
• Oversee customer data collection and analysis.

Skills

Analytical skills

Problem-solving skills

Communication skills

Presentation abilities

Leadership skills

Consultative mindset

Education

Bachelor’s degree in Marketing, Business, Statistics, or a related field

Job description

Responsibilities (Text Only)

1. Strategic Leadership: Develop and implement a comprehensive insights strategy that aligns with the Global Customer Experience organizational goals.
2. Team Management: Lead, mentor, and develop a high-performing team of insights professionals, fostering a culture of continuous learning and innovation.
3. Data Analysis: Oversee the collection and interpretation of customer data from various sources, including surveys, focus groups, operations, financials, and other sources.
4. Research Projects: Design and manage qualitative and quantitative research projects to understand business and customer needs, preferences, and trends.
5. Stakeholder Collaboration: Work closely with cross-functional teams to integrate insights into strategic planning and execution.
6. Reporting: Present findings and recommendations to senior leadership, translating complex data into clear, actionable insights.
7. Innovation: Stay abreast of industry trends and emerging technologies to continuously improve the insights practice.

Qualifications (Text Only)

1. Education: Bachelor’s degree in Marketing, Business, Statistics, or a related field.
2. Experience: Minimum of 8-10 years of experience in customer insights, market research, or a related field, with at least 5 years in a leadership role.
3. Skills:
   • Strong analytical and problem-solving skills.
   • Excellent communication and presentation abilities.
   • Ability to manage multiple projects and meet deadlines.
   • Strong leadership and team management skills.
   • Consultative, results-driven mindset.
4. Preferred Qualifications:
   • Postgraduate degree preferred.
   • 14+ years of experience working with customer sentiment, research, feedback surveys, opinion, qualitative and behavioral data to make business-moving recommendations for mid-senior and senior audiences.
   • At least 4 years of insights experience within B2B SaaS/tech strongly preferred but all high-performing insights professionals are encouraged to apply.
   • Deep understanding of different knowledge tools to bring to bear, inclusive of experience data, operational data, behavioral data, industry data and more.
   • Knowledge of customer experience best practices and experience with pragmatic recommendations which solve meaningful business issues is strongly preferred.
   • Familiarity with and understanding of advanced analytics and machine learning techniques; it is not required to perform these tasks, but to understand their results for use in insights development.
   • Cultural Leadership: Hold yourself and others to a high standard of productivity, quality, and accountability. Foster Microsoft cultural values to deliver clarity, inspire team members across disciplines, and deliver best-in-class results through achievable, robust methods and goals. Lead by example as you shape stakeholder, team member, and CE&S peer thinking.
5. Sample Metrics for Success:
   • Insights Impact: Deliver insights that regularly drive “10% improvement” opportunities quarterly and “10x improvement” annually.
   • Innovation Index: Implement at least three new methodologies or technologies per year to enhance the insights practice.
   • Stakeholder Satisfaction: Achieve a stakeholder satisfaction score of 90% or higher for insights-related initiatives.

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 recruiting process, please send a request via the Accommodation request form. Benefits and perks listed below may vary depending on your employment nature and country.