Customer Experience Enterprise Lead
 Microsoft | |
 United States, Texas, Irving | |
| 7000 State Highway 161 (Show on map) | |
 Jan 25, 2025 | |
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OverviewWith over 17,000 employees worldwide, the mission of the Customer Experience & Success (CE&S) organization is to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft's products and services, ignited by our people and culture. Come join CE&S and help us build a future where customers achieve their business outcomes faster with technology that does more. 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 Enterprise Lead is a senior individual contributor role in the Customer Experience & Success organization, focused on the top CX insights for Enterprise and Public Sector. This role requires an individual with solid field experience to partner across the Microsoft eco-system to solve the company's most complex customer and partner impacting priorities and deliver customer experience business relevant insights to Enterprise and Public Sector corporate senior leadership.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.
ResponsibilitiesIn this role, you will:Deliver strategic CX Insights & analysis anchored on the Enterprise & Public Sector segment via listening system aggregation across the four voices (customer, partner, market, employee).Prioritize a set of "fewer/deeper" CX the Enterprise & Public Sector segment business priorities to drive critical business value & differentiation in partnership with segment leaders.Drive operational & business excellence to prevent, mitigate & unblock segment CX issues.Own segment data impact assessment/feedback loop to influence global CX improvements.Create/communicate segment CX improvement roadmap. Baseline the CX experience at a Segment level - what are the breakpoints by segment, what is the execution plan for segment improvements.Serve as CX Evangelist by engaging with Customers, Partners and Segment Leaders to build understanding & confidence in Microsoft differentiated Customer Experience roadmap, progress to plan and impact.Embody our culture and values. | |