Director Customer Experience - Solution Area (Microsoft AI Business Solutions)

Microsoft; Irving (TX); Remote; USD 120,000 - 160,000; Full time

Job summary

A leading technology company seeks a Director of Customer Experience, focusing on AI Business Solutions to drive strategic CX insights. The role involves engaging with senior leaders and prioritizing CX business initiatives. Ideal candidates will have strong field experience and the ability to deliver relevant insights. The position offers flexible work arrangements up to 100% remote.

Qualifications

• Demonstrated expertise in customer experience strategies.
• Ability to work across the Microsoft ecosystem.
• Experience with product portfolio management.

Responsibilities

• Engage with senior leaders across MCAPS, Engineering and Marketing.
• Deliver strategic Customer Experience (CX) insights & analysis.
• Prioritize CX business priorities to drive critical business value.
• Drive operational excellence to prevent and mitigate CX issues.

Skills

Strong field experience in AI Business Solutions

Ability to engage with senior leaders

Strategic insights and analysis

Job description

Overview

With more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft's products and services, ignited by our people and culture. We drive cross-company alignment and execution, ensuring that we consistently exceed customers' expectations in every interaction, whether in-product, digital, or human-centered. CE&S is responsible for all up services across the company, including consulting, customer success, and support across Microsoft's portfolio of solutions and products. Join CE&S and help us accelerate AI transformation for our customers and the world. 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! We are looking for a Director Customer Experience - Solution Area (Microsoft AI Business Solutions), focused on the top CX priorities by Product Solution Area. This role requires an individual with strong field and product portfolio experience in AI Business Solutions to partner across the Microsoft eco-system to solve the company's most complex customer and partner impacting priorities and deliver customer experience business relevant insights to regional senior leadership. 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.

Responsibilities

• Engage with senior leaders across MCAPS, Engineering and Marketing
• Deliver strategic Customer Experience (CX) insights & analysis anchored on the customer product experience via listening system aggregation across the 4 voices (customer, partner, market, employee)
• In partnership with leaders across Microsoft, prioritize a set of "fewer and deeper" CX business priorities to drive critical business value & differentiation
• Drive operational & business excellence to prevent, mitigate & unblock CX issues
• Other: Embody our culture and values