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 (https://careers.microsoft.com/v2/global/en/culture) ?and?values (https://www.microsoft.com/en-us/about/corporate-values)
Qualifications
Required Qualifications:
Bachelor's Degree in Sales, Marketing, Computer Science, Information Technology (IT), Data Science, Business Analytics, Finance, Mathematics or related field AND 10+ years experience in consulting, change management, project management, customer engagement, sales/business engagement, relationship management, analytics, or customer feedback and intelligence program management
OR equivalent experience.
Experience confidently engaging with senior leaders to present, clarify, and defend project or program decisions.
Proven ability to apply thoughtful critical thinking and strategic insight grounded in data; comfortable challenging assumptions and established practices through a fact-based, data-first approach.
Demonstrated technical capabilities in Microsoft AI Business Solutions portfolios.
Preferred Qualifications:
Master's Degree in Sales, Marketing, Computer Science, Information Technology (IT), Data Science, Business Analytics, Business, Finance, Mathematics, or related field AND 12+ years experience in consulting, change management, project management, customer engagement, sales/business engagement, relationship management, analytics, or customer feedback and intelligence program management
OR Bachelor's Degree in Sales, Marketing, Computer Science, Information Technology (IT), Data Science, Business Analytics, Business, Finance, Mathematics, or related field AND 15+ years experience in consulting, change management, project management, customer engagement, sales/business engagement, relationship management, analytics, or customer feedback and intelligence program management
OR equivalent experience.
Skilled in navigating high-pressure conversations, addressing challenging questions, and maintaining a composed executive presence.
Deep understanding of business functions and their interdependencies, with strong insight into industry trends, competitive dynamics, and strategic growth opportunities.
Experienced in leading and influencing large, cross-functional teams without direct authority, driving alignment and execution across diverse stakeholder groups.
Demonstrated success in leading large-scale transformations, with a solid grasp of change management principles and the ability to guide both internal teams and customers through complex transitions.
Skilled in challenging the status quo and proposing bold, collaborative solutions. Committed to co-creating impactful ideas and fostering innovation through partnership rather than competition.
Customer Experience IC6 - The typical base pay range for this role across the U.S. is USD $130,900 - $277,200 per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $165,600 - $303,600 per year.
Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here: https://careers.microsoft.com/us/en/us-corporate-pay
Microsoft will accept applications for the role until August 20, 2025.
CES #GCX
Microsoft is an equal opportunity employer. Consistent with applicable law, all qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations (https://careers.microsoft.com/v2/global/en/accessibility.html) .
