Global Customer Experience - Business Anylylics

October 21, 2024

With 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. The Measurement & Insights team within GCX gathers, aggregates, and analyzes experience data from customers, partners, employees and the market to generate actionable insights that result in improved customer experiences. 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 Global Customer Experience - Business Analyst supports our team of analysts in providing CX insights to decision makers by integrating customer, partner, employee, and market signals with operational data from across the Microsoft business.

Working with research analysts, you'll be able to understand and anticipate both business and data requirements to manage and deliver data as determined by our analysts. The CX Business analyst will also suggest opportunities to identify additional insights by leveraging data across sources, and determine follow-up actions to enhance the availability of key data within Global Customer Experience - Measurement & Insights (GCXMI) and beyond.

The CX Business Analyst, in partnership with the CX Insights and Analytics team, will be expected to support the delivery of statistical and predictive analyses and development of analytic results that tell engaging stories via dashboards, data visualizations, slides, and/or talking points that focus audiences on the most relevant insights and their business implications.

This person will identify opportunities to evaluate the impact of changes to the business on customer experience data sets and model and identify potential risks associated with changes; they will provide guidance and prioritization to data science and data engineering teams to set up data models and ensure business issues/needs are appropriately accounted for.

Success in this role will require working cross-functionally with stakeholders to understand requirements, ensure appropriate use of tools and reporting features, and to drive the adoption of more efficient features, processes, and/or analysis tools and resources across teams. Identification and promotion of methods that enable their own and others’ core work to be more efficient, accessible, discoverable, and directed to meaningful interpretation of data will also be vital.

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.

By applying to this U.S. based position, while remote work is possible, relocation does not apply/is not provided for the role.

Responsibilities

Provides access to relevant data from a variety of sources to stakeholders from GCX and beyond to help satisfy our core objective of identifying and monitoring efforts to improve Microsoft customer experience
Evaluates sufficiency of data sources, determines needs for integrating additional data, and identifies, anticipates, and addresses gaps and data quality issues with data providers.
Works with research analysts and methodologists to understand data needs and to determine how to best apply analytical tools and techniques that can enable those requirements.
Provides technical specifications that support data & visualization needs and partners with data engineering to ensure all requirements meet/exceed requirements. Determines factors and/or data types to include in the evaluation of the impact of business, product, and/or operational decisions on customer and partner experiences.
Supports the maintenance and daily operations of data management platform to ensure uptime, reliability, and availability of data and reporting for end users.
Plan and execute requirements planning sessions to translate business needs into technical specifications.
Guides teams through the development of frameworks, methodologies & technical solutions that improve resiliency, availability and security of our infrastructure.
Manage dependencies across multiple work streams to identify potential risk areas through data-focused analysis and identify mitigation actions.
Leads the prioritization of data and reporting deliverables and develops and maintains roadmap in collaboration with stakeholders and technical subject matter experts, mitigating risks including technology shifts and evolving compliance requirements.
Leverages working relationships within and across teams to ensure quality data sources, methodologies, as well as the appropriate application of analytical tools and processes. Drives their adoption, to facilitate insight generation, reporting, and interpretation.
Understands and follows ethics and privacy policies when executing research processes and/or collecting data/information.
Proficient background in data architecture and management.
Proficient in project management and requirements planning.
Effective communication skills across different levels of an organization.
Innovative mindset with a focus on leveraging the latest technologies.
Commitment to quality and experience in establishing quality methodologies.
Maintains or develops ties with internal and external network of peers.

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Responsibilities

Provides access to relevant data from a variety of sources to stakeholders from GCX and beyond to help satisfy our core objective of identifying and monitoring efforts to improve Microsoft customer experience
Evaluates sufficiency of data sources, determines needs for integrating additional data, and identifies, anticipates, and addresses gaps and data quality issues with data providers.
Works with research analysts and methodologists to understand data needs and to determine how to best apply analytical tools and techniques that can enable those requirements.
Provides technical specifications that support data & visualization needs and partners with data engineering to ensure all requirements meet/exceed requirements. Determines factors and/or data types to include in the evaluation of the impact of business, product, and/or operational decisions on customer and partner experiences.
Supports the maintenance and daily operations of data management platform to ensure uptime, reliability, and availability of data and reporting for end users.
Plan and execute requirements planning sessions to translate business needs into technical specifications.
Guides teams through the development of frameworks, methodologies & technical solutions that improve resiliency, availability and security of our infrastructure.
Manage dependencies across multiple work streams to identify potential risk areas through data-focused analysis and identify mitigation actions.
Leads the prioritization of data and reporting deliverables and develops and maintains roadmap in collaboration with stakeholders and technical subject matter experts, mitigating risks including technology shifts and evolving compliance requirements.
Leverages working relationships within and across teams to ensure quality data sources, methodologies, as well as the appropriate application of analytical tools and processes. Drives their adoption, to facilitate insight generation, reporting, and interpretation.
Understands and follows ethics and privacy policies when executing research processes and/or collecting data/information.
Proficient background in data architecture and management.
Proficient in project management and requirements planning.
Effective communication skills across different levels of an organization.
Innovative mindset with a focus on leveraging the latest technologies.
Commitment to quality and experience in establishing quality methodologies.
Maintains or develops ties with internal and external network of peers.

Other

Embody our culture and values

Qualifications

Required/Minimum Qualifications

Bachelor's Degree in Statistics, Mathematics, Analytics, Engineering, Computer Science, Marketing, Business, Economics or related field AND 4+ years experience in data analysis and reporting, business intelligence, or business and financial analysis
OR Master's Degree in Mathematics, Analytics, Engineering, Computer Science, Marketing, Business, Economics or related field AND 2+ years experience in data analysis and reporting, business intelligence, or business and financial analysis
OR equivalent experience.

Additional Or Preferred Qualifications

Bachelor's Degree in Statistics, Mathematics, Analytics, Engineering, Computer Science, Marketing, Business, Economics or related field AND 6+ years experience in data analysis and reporting, business intelligence, or business and financial analysis.

OR Master's Degree in Mathematics, Analytics, Engineering, Computer Science, Marketing, Business, Economics or related field AND 4+ years experience in data analysis and reporting, business intelligence, or business and financial analysis.
OR equivalent experience.
Demonstrated proficiency in analytical, data analysis and data science software applications and languages, including:

5+ years of experience with data analysis tools such as PowerBI, Analysis Services (SSAS), SPSS, SAS, Stata, Minitab or similar.
3+ years of experience in data exploration using Kusto, SQL, Python, R, C#, or similar languages

Effective written and verbal communication skills will be critical for this role.
Demonstrated experience documenting and communicating clear business requirements for data, reporting, analytics, and data visualization needs in a fast-paced business environment.
3+ years of experience with Data Science tools such Azure ML Studio or similar tools desirable.
Prompt Engineering and understanding of Large Language Models, Copilot and other gen AI languages methods desirable.

Business Analytics IC4 - The typical base pay range for this role across the U.S. is USD $103,800 - $200,300 per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $133,700 - $219,200 per year.

Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here: https://careers.microsoft.com/us/en/us-corporate-pay

Microsoft will accept applications for the role until September 5, 2024.

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.

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