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Microsoft Corporation Logo Microsoft Corporation · Customer Service

Director, Customer Experience

United States, Multiple Locations 130900.00 - 277200.00 USD / Year · Job Posted March 21, 2026
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Job Description

The Director, Customer Experience will be responsible for the strategic development and execution of insights that enable efforts to improve and enhance the overall customer and/or partner experience. This role involves engaging with a broad range of stakeholders to understand the business and to provide thought leadership on data and insights that can be used to understand, improve and measure success of experience-related initiatives. This lead will gather, analyze, and interpret customer and/or partner data and deliver insights to a wide range of executive stakeholders to drive business decisions and improve the customer and/or partner experience. The key element of the role is to leverage AI to generate insights at scale.

Job Responsibility

  • Research Projects: Contribute to the design of qualitative and quantitative research projects to understand business and customer needs, preferences, and trends
  • Provide Actionable Insights: Synthesize research and analysis with industry expertise to uncover valuable information and translate it into clear, actionable recommendations
  • Present Findings Effectively: Communicate research findings compellingly and persuasively, using data visualization and storytelling techniques. Present findings and recommendations to senior leadership, translating complex data into clear, actionable insights
  • Strategic Thinking: Possess solid business acumen and the ability to translate data into actionable insights
  • Stakeholder Collaboration: Work closely with cross-functional teams to integrate insights into strategic planning and execution
  • Innovation: Stay abreast of industry trends and emerging technologies to continuously improve the insights practice
  • Be a Trusted Advisor: Build effective relationships with stakeholders, offering guidance and expertise on trends, customer behavior, and competitive landscape and opportunities for improvement
  • Collaborate Cross-Functionally: Work closely with teams across the organization, such as engagement, strategy, strategic programs and business teams to align research with business goals
  • Champion the customer and/or partner: Advocate for their perspective, ensuring their needs and preferences are considered in decision-making
  • Drive Strategic Planning: Be a compelling thought leader who can help drive us toward positive differentiation in the customer and/or partner experience
  • Drive insights at scale: leverage AI to scale insights drawing upon large scale datasets

Requirements

  • Bachelor's Degree in Sales, Marketing, Computer Science, Information Technology (IT), Data Science, Business Analytics, Finance, Mathematics, Physical Sciences, Humanities, 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
  • Master's Degree in Sales, Marketing, Computer Science, Information Technology (IT), Data Science, Business Analytics, Business, Finance, Mathematics, Physical Sciences, Humanities, 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, Physical Sciences, Humanities, 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
  • Experience leveraging large data sets
  • Experience with Automations and AI
  • Prior tech industry experience
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