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 seeking a Senior CX Content Manager to help advance the external perception of Microsoft's customer experience by creating and driving a consistent and coordinated content plan for internal and external audiences. In this role, you will ideate, craft and produce CX messaging and storytelling assets, bringing our mission to life through CX evidence and customer stories. This is a high impact and high visibility role that will collaborate closely across teams to implement and drive execution of the CX amplification programs.
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
Messaging Framework: Create a consistent and compelling messaging framework?building from the?CX narrative?that aligns with?our goals of delivering differentiated?customer and partner experiences as the world leader in CX?across all CX related priorities, programs, instruments, etc.
Content Development:?Design and execute a detailed content plan, including storytelling campaigns, channel strategy, asset creation,?execution?and impact?measurement,?tailored to target audiences.? The content plan will outline the steps and timelines for executing the external amplification strategy.
Measurement,?Feedback?and Iteration:?Measure?impact?of all?communications?and assets.?Collect feedback from stakeholders and continuously refine content to enhance effectiveness.
Cross functional collaboration:?Work collaboratively across teams/functions?to ensure visibility and alignment across CX priorities and initiatives, maintaining a clear and compelling narrative.
Advocates for and celebrates customer-centricity and a customer-obsessed culture and drives accountability for this within roles across the organization. Amplifies and models customer obsession and advocacy by identifying and sharing success stories and modeling customer obsession behaviors for others to follow. Incorporates the customer-obsessed mindset into all conversations to help drive culture change and to inform and enable decision making.
Other: Embody our culture and values
Qualifications
Required qualifications:
Bachelor's Degree in Marketing, Communications, Sales, Computer Science, Information Technology (IT), Data Science, Business Analytics, Business, Finance, Mathematics, Physical Sciences, Humanities, or related field AND 4+ 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.
4+ years of experience developing content strategies and plans for internal and external audiences.
4+ years of experience working with Sharepoint and leveraging it as a Communications tool.
Preferred qualifications:
Master's Degree in Sales, Communications, Marketing, Computer Science, Information Technology (IT), Data Science, Business Analytics, Business, Finance, Mathematics, Physical Sciences, Humanities, or related field AND 6+ 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, Physical Sciences, Humanities, or related field AND 8+ years experience in change management, project management, customer engagement, sales/business engagement, relationship management, analytics, or customer feedback and intelligence program management
OR equivalent experience.
6+ years of experience developing content strategies and plans for internal and external audiences.
6+ years of experience working with Sharepoint and leveraging it as a Communications tool.
Customer Experience IC4 - The typical base pay range for this role across the U.S. is USD $96,500 - $188,400 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 $123,500 - $206,400 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.
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) .
