Customer Experience Analytics Specialist

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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.

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 Analytics Specialist for the GCXMI (Global Customer Experience Measurement and Insights) team at Microsoft plays a crucial role in managing and analyzing data related to customer experience. This role is designed to support the team in delivering high-quality research and insights that drive business decisions and enhance customer satisfaction.

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.

Required Qualifications:

• Master's Degree in Mathematics, Analytics, Engineering, Computer Science, Marketing, Business, Economics or related field AND 3+ years experience in data analysis and reporting, business intelligence, or business and financial analysis
  • OR Bachelor's Degree in Statistics, Finance, 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.
• Experience with data analysis and statistical analysis tools such as SQL, PowerBI, SPSS, SAS, Stata, Python, SPSS or similar.
• Experience with diverse research methodologies and proficient at analyzing complex data sets to extract actionable insights that drive informed decision-making.
• Experience in creating clear and compelling data visualizations.

Preferred Qualifications:

• Master's Degree in 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 Bachelor's Degree in Statistics, Finance, Mathematics, Analytics, Engineering, Computer Science, Marketing, Business, Economics or related field AND 8+ years experience in data analysis and reporting, business intelligence, or business and financial analysis
  • OR equivalent experience.
• Experience with data exploration using Kusto, SQL, Python, R, C#, or similar language would be beneficial
• Experience working with customer experience feedback data in a B2B context
• Experience working as a manager of vendor analytics resources
• Project Management: Ability to manage multiple research projects simultaneously.
• Communication Skills: Excellent written and verbal communication skills to present findings effectively.
• Attention to Detail: High level of accuracy and attention to detail in data analysis and reporting.
• Accountability: Able to work independently and proactively and a focus on completing work on time and to expected standards
• Problem-Solving: Strong problem-solving skills to address research challenges.
• Collaboration: Experience working collaboratively with cross-functional teams.
• Continuous Learning: Commitment to staying updated with the latest research trends and best practices

Business Analytics IC4 - The typical base pay range for this role across the U.S. is USD $106,400 - $203,600 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 $137,600 - $222,600 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 July 21, 2025.

• Ad Hoc Research: Collaborate with stakeholders to deliver analysis that underpins a wide variety of ad hoc research projects that address specific business needs and provide actionable insights. Design AND execute statistical modelling that will challenge hypotheses generated by the business

• Research Instrument Optimization: Work closely with research instrument owners to ensure that data collection instruments are designed to capture relevant data in an optimal format for the purpose of conducting relevant analysis.
• Alignment with Business Needs: Partner with insights teams to ensure that data analysis aligns with the needs of the business and the market in which Microsoft operates.
• Best Practices and Tools: Stay up to date with the latest best practices in analytical techniques and tools to provide the best possible research with the greatest efficiency.
• Excellent Communication: Strong written and verbal communication skills across different levels of the organization.
• Innovative Mindset: Focus on leveraging the latest technologies and methodologies for the analysis, manipulation and visualisation of data.
• Commitment to Quality: Experience in establishing and maintaining quality analytical methodologies.

• Networking: Ability to develop and maintain ties with internal and external networks of peers.

• Other: Embody our culture and values