Senior Director of Customer Experience (CX) Measurement

Microsoft

10h

About The Position

Do you want to help Microsoft transform how Customer Experience (CX) is measured through the strategic use of AI? Are you excited to lead and land cross-company CX measurement strategy, enabling an AI-first portfolio of connected CX measures across the customer journey? If so, look no further. 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. As the Senior Director of CX Measurement within the Global Customer Experience team, you will lead the co-creation and modernize Microsoft’s CX measurement strategy and enable execution throughout the Microsoft ecosystem. You will lead CX measurement strategy development, enable new CX measure creation including testing through to global scale deployment, and establish a clear governance function for driving alignment and connectivity across all CX measures. You will assess the effectiveness of existing CX measures and lead quality assurance of all future measures, ensuring relevancy and value to the business. You will create and implement an AI strategy to take our CX measurement capabilities to the next level, delivering a consistent and connected measurement approach through agentic AI across voice of customer, partner, employee and market. This is a high impact and high visibility individual contributor leadership position that combines strategy development, design, business requirements gathering, implementation planning, execution and change management/adoption across the Microsoft ecosystem. Collaborating across multiple large organizations including Sales, Marketing, Engineering, Operations, Services, Support, Finance, and Legal is an essential part of the job. This exciting opportunity requires leadership, influence and partnership across Microsoft. The Senior Director of CX Measurement & Governance role is essential to enabling the vision for Microsoft to be recognized as the world leader in customer experience. This role calls for a balance of visionary leadership, technical depth, influence skills and individual contributions. You must be able to work well under pressure, demonstrate a growth mindset, high resilience, situational awareness, willing and able to partner effectively with diverse stakeholders across a complex matrixed environment to drive outcomes and deliver impact under tight deadlines. This role requires strong leadership through ambiguity, a bias for action, influencing skills and the ability to scale successfully through others at all levels across Microsoft. Experience in leading and implementing AI powered solutions is critical. 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

Bachelor's Degree in Business, Computer Science, Information Technology (IT), Data Science, Business Analytics, Finance, Mathematics, Physical Sciences, 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.

Nice To Haves

Master's Degree in Businesss, Computer Science, Information Technology (IT), Data Science, Business Analytics, Finance, Mathematics, Physical Sciences, 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 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.
7+ years of experience in AI, data, business, and predictive analytics and experience in management, consulting, strategy, business planning, technical program management or marketing, ideally in the technology or customer experience sector.
Mix of strategy experience and technical expertise, familiar with new and emerging technologies, innovative and comfortable pioneering and leading through change.
Strong experience using a variety of data mining and data science methods (e.g. Logistic Regression, Decision Tree, SVM, Naive Bayes, K-Means, Random Forest, Dimensionality Reduction Algorithms, Gradient Boosting algorithms).
Experience working with unstructured and structured data with a solid understanding of big data solutions.
Demonstrated business experience; self-motivated, confident working at a senior executive level and comfortable.
Aptitude and passion for measurement, data and analytics, strategy formulation and program execution.
Solid analytical and problem-solving skills and attention to detail.
Innovative thinker, ability to push the envelope.
Business Intelligence knowledge and new capability development experience.
Ability to act as a liaison between business stakeholders and development teams to ensure successful technical fulfillment of business requirements.
Executive presence and the ability to collaborate with and influence others.
Proactive, forward thinking and ability to synthesize disparate information effectively and quickly into clear recommendations, actions and decisions.
Leadership, organizational agility, ability to impact and influence senior level leaders across the company.
Project management skills, ability to develop and execute processes that facilitate collaboration, leadership team effectiveness and impact.
Ability to rapidly gain/build trust and confidence of internal and external stakeholders.
Forward thinking and strategic, yet pragmatic and operationally savvy, with a commitment to a job well done.

Responsibilities

CX measurement strategy, planning, and execution.
Evolve and modernize a comprehensive, AI first customer focused experience measurement strategy to assess customer sentiment and perception of value across the customer journey.
Build new, enhance existing and connect all CX measures across modalities, spanning in product, digital and human interactions inclusive of agentic AI for voice of customer, voice of partner, voice of employee and voice of market.
Co-create CX measurement strategy with senior stakeholders across the Microsoft ecosystem and in parallel introduce, test and scale high impact CX measures.
Lead CX measurement workstream across Agentic AI project portfolio, establish, test and implement CX measurement standards for AI at global scale, enabling actionable insights tailored to diverse Microsoft audiences.
Build, test and implement CX measurement standards for voice of employee capabilities focused on deriving actionable employee experience insights to improve employee empowerment and enablement to deliver exceptional customer experience.
Derive value and actionable insights from multiple complex data sets across differing systems to create a meaningful and holistic view of the customer experience.
Provide strategic guidance and thought leadership on CX metric standards that should be included in audience specific CX Vitals and relevant business reviews.
Provide direction and phases (i.e. roadmap) for evolution of our CX measurements from today to future state and beyond.
Translate strategic insights into business opportunities and clearly defined recommendations.
Analyze, define, and refine business requirements and create functional specifications where needed for new/refined CX measurements.
CX measurement governance.
Develop and lead CX measurement governance by partnering across a complex set of stakeholders to prioritize business requirements, co-create CX measurement standards and develop a roadmap for enabling and/or driving alignment to the standards.
Establish a single source of truth for Microsoft’s Customer Experience metrics framework, defining key CX metrics for each business function.
Establish an AI governance framework for CX metrics, inclusive of embedding CX measurement capabilities and standards within the AI product lifecycle.
Cross functional leadership and effective communication.
Demonstrate thought leadership and strategic insight in AI first, CX measurement domain.
Lead, influence and facilitate co-creation across peers and diverse business leaders of all levels, technical and non-technical.
Work closely with LOB, BI and digital organizations to drive alignment on a common vision, guiding principles, strategy and execution plan.
Analyze, define, and refine business requirements and create functional specifications for experience measures and new capability development.
Lead critical CX measurement initiatives for the business, including analyzing and framing options with rationale, aligning sponsors/stakeholders, and landing implementation.
Create concise and impactful written presentations and targeted communications as required to drive alignment and adoption of new strategies.
Innovate, develop and use agentic AI capabilities to enable ongoing efficiencies and high impact business outcomes.
Contribute to and foster an exceptional and inclusive work environment.
Solid interpersonal skills, cross-team collaboration, ability to influence, open and honest feedback and interaction.