Customer Experience Analytics
About The Position
Global Customer Experience is seeking a customer-focused Data Scientist, Customer Innovation & Pre-Sales to help customers realize the value of their data and accelerate AI-powered transformation. The role uses customer feedback and telemetry, along with multiple research sources and strategic pre-sales engagements, including Microsoft Innovation Hub and Experience Center experiences, to improve customer experiences. It partners with customers, account teams, technical specialists, subject matter experts, and stakeholders across Microsoft to turn complex business challenges into data models, hypotheses, prototypes, demonstrations, and actionable recommendations. Working at the intersection of customer experience, data science, AI, and pre-sales, the role helps customers move from business questions and opportunities to tangible visions of what is possible with Microsoft. It applies statistical analysis, machine learning, generative AI, and other analytical techniques; develops prototypes and proof-of-concept solutions; and explores customer data to identify patterns, opportunities, and business value. The role also applies responsible AI, data quality, security, and governance principles, and turns successful engagements into reusable analytics patterns and assets.
Requirements
- Master's degree in Mathematics, Analytics, Data Science, Engineering, Computer Science, Business, Economics, or a related field and 2+ years of experience in data analysis and reporting, data science, business intelligence, or business and financial analysis; OR bachelor's degree in Statistics, Mathematics, Analytics, Data Science, Engineering, Computer Science, Business, Economics, or a related field and 4+ years of such experience; OR equivalent experience.
Nice To Haves
- Master's degree in Mathematics, Analytics, Data Science, Engineering, Computer Science, Business, Economics, or a related field and 6+ years of experience in data analysis and reporting, data science, business intelligence, or business and financial analysis; OR bachelor's degree in Statistics, Mathematics, Analytics, Data Science, Engineering, Computer Science, Business, Economics, or a related field and 8+ years of such experience; OR equivalent experience.
Responsibilities
- Translate ambiguous customer challenges into clear data science and AI use cases.
- Strengthen the technical and analytical depth of customer conversations.
- Communicate complex analytical concepts clearly and compellingly to business and technical audiences.
- Apply statistical analysis, machine learning, generative AI, and advanced analytical techniques to customer scenarios.
- Develop rapid prototypes and proof-of-concept solutions that demonstrate how data and AI can address customer challenges.
- Explore customer datasets to uncover trends, patterns, opportunities, and potential business value.
- Design and test hypotheses and analytical approaches to help customers make better decisions.
- Apply responsible AI, data quality, security, and governance principles throughout engagements.
- Turn successful customer engagements into repeatable analytical patterns, demonstrations, assets, and approaches.
- Identify emerging customer needs and share learnings with GCX, corporate, and field teams.
- Experiment with new Microsoft data and AI capabilities and demonstrate practical customer applications.
- Contribute to embedding AI into how customer problems are explored and solved.
- Partner across GCX, core, field teams, and other Microsoft technical communities.
- Bring together business, technical, and data perspectives to create cohesive customer solutions.
- Help customers connect data and AI opportunities to broader transformation priorities.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
