Customer Experience Insights Lead

Microsoft; Town of Texas, Irving (WI, TX); Remote; USD 70,000 - 130,000; Full time

Job summary

An established industry player is seeking an Insights Lead to drive strategic development and execution of insights aimed at enhancing customer experiences. This role involves engaging with diverse stakeholders to understand their needs and providing thought leadership on data-driven initiatives. The ideal candidate will possess strong analytical skills, the ability to translate complex data into actionable insights, and a passion for advocating customer needs. This position offers the flexibility to work from home, making it a perfect opportunity for those looking to balance work and personal commitments while contributing to a customer-obsessed culture.

Qualifications

• Experience in synthesizing research to provide actionable insights.
• Strong ability to communicate findings clearly to stakeholders.

Responsibilities

• Synthesize research to provide actionable recommendations.
• Collaborate with cross-functional teams to integrate insights.

Skills

Data Analysis

Stakeholder Engagement

Research Design

Data Visualization

Strategic Planning

Education

Bachelor's Degree in Business or related field

Master's Degree (preferred)

Tools

Data Analysis Software

Presentation Tools

Job description

Overview

With 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. 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 goal is to see Microsoft recognized as the CX leader across industries. Join us to be at the forefront of CX strategy and innovation, delivering business value through prioritized CX improvements and a customer-obsessed culture at scale.

Role: Insights Lead

The Insights Lead will be responsible for the strategic development and execution of insights that aim to improve the overall customer and/or partner experience. This role involves engaging with a broad range of stakeholders to understand business needs and providing thought leadership on data and insights to measure and enhance experience-related initiatives.

This position offers flexibility to work up to 100% from home.

Our Values

Microsoft's mission is to empower every person and organization to achieve more. We foster a growth mindset, innovate to empower others, and collaborate to reach shared goals. We uphold values of respect, integrity, and accountability, creating an inclusive culture where everyone can thrive.

Responsibilities

1. Provide Actionable Insights: Synthesize research and analysis to uncover valuable information and translate it into clear, actionable recommendations.
2. Research Projects: Contribute to designing qualitative and quantitative research to understand business and customer needs, preferences, and trends.
3. Stakeholder Collaboration: Work closely with cross-functional teams to integrate insights into strategic planning and execution.
4. Present Findings Effectively: Communicate research findings persuasively, using data visualization and storytelling, to senior leadership, translating complex data into clear insights.
5. Innovation: Stay updated on industry trends and emerging technologies to continuously improve the insights practice.
6. Be a Trusted Advisor: Build effective relationships with stakeholders, offering guidance on trends, customer behavior, and opportunities for improvement.
7. Collaborate Cross-Functionally: Work with teams across the organization to align research with business goals.
8. Champion the Customer/Partner: Advocate for their needs and preferences in decision-making.
9. Drive Strategic Planning: Help drive differentiation in customer and partner experiences through strategic insights.
10. Strategic Thinking: Possess strong business acumen and the ability to translate data into actionable insights.

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