Experience Lead, AI Acceleration Program

Microsoft•Redmond, WA

5d•$106,400 - $203,600

About The Position

We are looking for an Experience Lead who is energized by building clarity out of complexity and shaping how AI shows up for internal and external customers at scale. This is a individual contributor role within the AI Acceleration Program with the goal of paring human expertise with AI to remove repetitive work so we can foster relationships, solve complex problems, and drive outcomes for our customers. As an Experience Lead, you will act as the orchestrator of connected experiences across high‑priority initiatives. You will translate AI capabilities into cohesive, intuitive, and value‑driven end‑to‑end journeys—aligning business priorities, engineering execution, and customer outcomes. This is not a people‑management role, but rather a high‑impact senior position through influence, visibility, and strategic ownership. About the Team: This role sits within Customer Experience & Success (CE&S), a global organization with more than 45,000 employees and partners worldwide who are dedicated to helping customers realize meaningful business value from Microsoft’s products and services. CE&S brings together consulting, customer success, and support to deliver experiences that are human‑centered, digitally enabled, and deeply connected across the company. Within CE&S, the Global Customer Success (GCS) organization is leading the effort to enable customer success on the Microsoft Cloud by combining AI-powered capabilities and human expertise to deliver innovated solutions that accelerate business value, drive operational excellence, and nurture long-term loyalty. The AI Acceleration Program sits at the heart of this work—helping the Customer Success organization move faster from AI experimentation to enterprise‑wide impact. The Experience Lead exists to turn powerful AI capabilities into connected, intuitive experiences—ensuring solutions are easy to adopt, trusted by users, and cohesive across the organization. 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.

Requirements

Master's Degree in Business Administration or related field AND 3+ years marketing, strategy, business planning, consulting, banking, finance, economics, and/or partner organization experience OR Bachelor's Degree in Business, Finance, Economics, Liberal Arts, Computer Science, or related field AND 4+ years marketing, strategy, business planning, consulting, banking, finance, economics, and/or partner organization experience OR equivalent experience.

Nice To Haves

3+ years experience in Strategy, Management Consulting, and/or Finance.
Experience working on AI-enabled products, platforms, or enterprise transformation programs.
Familiarity with customer and employee experience frameworks.
Background in digital strategy, change management, or large-scale transformation initiatives.
Experience applying systems‑thinking frameworks (e.g., causal mapping, feedback loops, end‑to‑end system modeling) to complex, cross‑team initiatives.
Ability to influence and align teams across organizations without formal authority
Proven experience translating AI capabilities into clear user and business value
Executive-ready communication skills with the ability to communicate insights clearly to leaders.

Responsibilities

Connected Experience Strategy
Define and own the connected experience vision for Customer Success Unit (CSU) initiatives aligned to AI Acceleration goals.
Ensure AI solutions deliver cohesive, end-to-end journeys rather than fragmented point experiences.
Establish experience principles, standards, and success criteria for AI-enabled offerings.
AI Acceleration Program Enablement
Partner with AI, engineering, product, and data teams to embed experience thinking early in AI initiatives.
Translate AI capabilities into human-centered, outcome-oriented experiences.
Ensure experiences align with enterprise priorities for trust, responsibility, usability, and scale.
Cross-Group Orchestration & Influence
Act as the connective layer across CSU, landing, engineering, operations, analytics, and business stakeholders.
Influence priorities and trade-offs by articulating experience impacts, risks, and opportunities.
Reduce friction and duplication across journeys by identifying alignment and integration opportunities.
Experience Insights & Measurement
Define experience success metrics including adoption, satisfaction, efficiency, and business impact.
Partner with analytics and operations teams to translate signals into actionable insights.
Surface experience risks and opportunities through executive-ready narratives and recommendations.