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With over 17,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft’s end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also because we provide a differentiated and connected customer experience.
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!
The Customer Experience Listening Enablement PM is a senior individual contributor role in the Global Customer Experience organization. This role will ensure that the listening systems and data requirements to have Microsoft become the leader in CX across Regions and Segments are led with excellence and rigor. Additionally, this role will ensure the ability for the team to utilize a data-driven approach in driving on the top 1-3 prioritized CX opportunities across the Regions and Segments.
This role requires someone with a strong understanding of Microsoft listening systems; field, segment, and customer priorities, and exceptional relationship and problem solving capabilities.
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
In this role, you will:
• Be accountable to understand, aggregate, and represent the Region and Segment stakeholder CX listening system and metric requirements with key stakeholders including CXMI, R+I, and others to identify trends, actionable insights, and perspectives
• Ensure new and existing listening instruments are landing and adopted via the GCXE stakeholders to drive the CX improvements required
• Drive tooling and data view requirements with key stakeholders to ensure that Region and Segment Leads are enabled to drive progress on key CX accountabilities (ex: CX Signals)
• Own enablement for GCXE team to use and evangelize the data and customer insight resources available (ex: GCX360, CX Signals, Customer Health Index, etc.)
• Own the development and execution of the data requirements for key business rhythms communicating and integrating CX metrics (Ex: Quarterly State of CX for regions/segments, VSUs, QBRs, etc.)
• Drive speed, scale & effective use of CPE tools, data and insights (e.g. MCEM & MSX integration, MCAPs PBIs/reports, CCE MoS)
• Establish, maintain and enhance cross-team partnerships with key stakeholders that ensure smooth hand offs across teams, identification of potential bottlenecks and resolutions.
Qualifications
• Customer obsessed, with excellent interpersonal skills
• Proven understanding of Microsoft customer listening systems and data resources
• Proven ability to create and drive operational excellence in a global organization
• Ability to impact and influence business decisions across boundaries, often in ambiguous situations.
• Strong communication skills that can provide clarity to audiences that include employees, peers, and executive leaders.
• Experience leading complex projects on time with great organizational skills in a matrixed environment.
• Experience with and understanding of Corporate, Employee & Legal Affairs, sales, marketing, support, and services (and associated processes) is a plus, as is working knowledge of sales / field roles and practices.
• Highly self-driven, self directed and with an ability to work very independently.
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) .
