CX Insights Lead - Industry
Microsoft · United States
- Hybrid
- Full-time
- $150,000 / year
- United States
Job highlights
- Drive customer experience strategy with industry insights.
- Analyze data, identify opportunities, and provide recommendations.
- Collaborate with cross-functional teams for strategic execution.
- Present findings through compelling data storytelling.
- Act as a trusted advisor on customer trends.
About the role
About the Role
Join Microsoft's Customer Experience and Success (CE&S) organization as a CX Insights Lead - Industry. This role is critical in empowering customers to accelerate business value through differentiated customer experiences. You will be at the forefront of CX strategy, innovation, and delivering business value through prioritized CX improvements and a customer-obsessed culture at scale.
Responsibilities
The CX Insights Lead - Industry will strategically develop and execute insights to improve and enhance the overall customer and/or partner experience. This involves:
- Aggregating and analyzing customer, partner, and market insights from multiple sources to identify actionable opportunities.
- Providing clear, data-driven recommendations to business stakeholders and senior leadership.
- Collaborating with cross-functional teams to integrate insights into strategic planning and execution.
- Presenting findings using compelling data storytelling and visualization techniques.
- Building and maintaining relationships with key stakeholders, acting as a trusted advisor on customer/partner trends.
- Championing the customer/partner perspective in decision-making.
- Staying current on industry trends and emerging technologies to continuously improve the insights practice.
- Embodying Microsoft’s culture of inclusion, respect, integrity, and accountability.
Key Competencies
Unique to This Level:
- Independent Execution: Delivers insights and recommendations with minimal supervision.
- Tactical Influence: Impacts immediate team and business area.
- Data Synthesis: Strong at translating data into actionable recommendations for a focused scope.
Other:
- Embody our culture and values.
Qualifications
Required/Minimum Qualifications:
- 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 4+ years of 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.
Additional Or Preferred Qualifications:
- 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 8+ years of experience in change management, project management, customer engagement, sales/business engagement, relationship management, analytics, or customer feedback and intelligence program management; OR 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 6+ years of 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.
- 4+ years of business insights experience within B2B SaaS/tech.
- Experience working with or designing research for and conducting insights work for senior business decision-makers in the technology category.
Key skills/competency
- Customer Experience
- Insights Analysis
- Data Storytelling
- Stakeholder Management
- Strategic Planning
- B2B SaaS
- Market Research
- Customer Success
- Data Visualization
- Business Acumen
Skills & topics
- CX Insights Lead
- Customer Experience
- Data Analysis
- Industry Insights
- Microsoft Careers
- B2B SaaS
- Stakeholder Management
- Data Storytelling
- Customer Success
- Tech Industry
How to get hired
- Tailor your resume: Highlight your experience in customer insights, data analysis, and stakeholder management, aligning with Microsoft's focus on customer obsession and AI transformation.
- Showcase your impact: Quantify your achievements in previous roles, demonstrating how you've driven business decisions and improved customer experiences using data.
- Prepare for behavioral questions: Be ready to discuss examples of your independent execution, tactical influence, and data synthesis skills, referencing Microsoft's values.
- Research Microsoft's culture: Understand their mission, values, and recent initiatives in AI and customer experience to articulate your alignment.
- Network and learn: Connect with Microsoft employees on LinkedIn to gain insights into the company culture and the CX Insights Lead role.
Technical preparation
Master data analysis tools (SQL, Python, R).,Practice data visualization software (Power BI, Tableau).,Develop case studies on insight generation.,Understand B2B SaaS metrics and analytics.
Behavioral questions
Describe a time you influenced senior leadership.,How do you synthesize complex data independently?,Share an example of championing customer perspective.,How do you stay updated on industry trends?
Frequently asked questions
- What is the primary focus of the CX Insights Lead - Industry role at Microsoft?
- The CX Insights Lead - Industry at Microsoft is focused on strategically developing and executing insights derived from customer, partner, and market data to enhance the overall customer and partner experience within specific industries. This role provides thought leadership and data-driven recommendations to senior leadership to improve key business decisions and initiatives.
- What qualifications are required for the CX Insights Lead - Industry position?
- A minimum qualification includes a Bachelor's Degree in a related field (e.g., Sales, Marketing, Data Science, Business) along with at least 4 years of experience in areas like consulting, project management, customer engagement, or analytics. Preferred qualifications include a Master's Degree and more extensive experience, as well as specific experience in B2B SaaS/tech and working with senior decision-makers in the tech industry.
- How does Microsoft emphasize customer experience in this role?
- Microsoft strongly emphasizes customer experience by having the CE&S organization dedicated to empowering customers and aiming to be the CX leader across industries. The CX Insights Lead is expected to champion the customer/partner perspective in all decision-making processes and drive a customer-obsessed culture.
- What are the key competencies for a CX Insights Lead - Industry at Microsoft?
- Key competencies include strong independent execution, the ability to tactically influence immediate teams and business areas, and excellent data synthesis skills to translate complex data into actionable recommendations for a focused scope. Embodying Microsoft's culture and values is also crucial.
- What is the typical salary range for a CX Insights Lead - Industry at Microsoft in the US?
- The typical base pay range for this role across the U.S. is USD $96,500 - $188,400 per year. Specific locations like the San Francisco Bay area and New York City metropolitan area have a different range of USD $123,500 - $206,400 per year. Benefits and additional compensation may also apply.
- How does Microsoft approach diversity and inclusion in hiring for the CX Insights Lead role?
- Microsoft is an equal opportunity employer and considers all qualified applicants regardless of various protected characteristics, including age, race, gender, disability, and veteran status. They are committed to a culture of inclusion where everyone can thrive and provide reasonable accommodations for individuals with disabilities during the application process.
- What is the role of data analysis and insights in this position?
- Data analysis and insights are central to this role. The CX Insights Lead will aggregate and analyze data from multiple sources to identify opportunities, provide data-driven recommendations, and present findings using compelling data storytelling and visualization techniques to inform business decisions.