Customer Experience Analytics

Overview

Global Customer Experience is looking for a customer-focused Data Scientist, Customer Innovation & Pre-Sales to help customers unlock the value of their data and accelerate AI-powered transformation.

This role leverages customer feedback and telemetry to help continue GCX's drive to make Microsoft the global leader when it comes to the experiences we provide to our customers. This will include working on multiple research sources, and strategic pre-sales customer engagements, including Microsoft Innovation Hub and Experience Center experiences. You will partner with stakeholders right across the Microsoft ecosystem, customers, account teams, technical specialists and subject matter experts to translate complex business challenges into best-in-class data models, data-driven hypotheses, prototypes, demonstrations, and actionable recommendations.

The role sits at the intersection of customer experience, data science, AI and pre-sales, helping customers move faster from a business question or opportunity to a tangible vision of what is possible with Microsoft.

Responsibilities

Customer engagement & pre-sales understanding

• Translate ambiguous customer challenges into clear data science and AI use cases.
• Strengthen the technical and analytical depth of customer conversations.
• Communicate complex analytical concepts in a simple, compelling way to both business and technical audiences.

Data science & AI

• Apply statistical analysis, machine learning, generative AI and advanced analytical techniques to customer scenarios.
• Develop rapid prototypes and proof-of-concept solutions that demonstrate how data and AI can address real customer challenges.
• Explore customer datasets to uncover trends, patterns, opportunities and potential business value.
• Design and test hypotheses and analytical approaches that help customers make better decisions.
• Apply responsible AI, data quality, security and governance principles throughout engagements.
• The emphasis on hypothesis testing, modeling, integrated data, analytics expansion and reusable analytics products aligns with the new CX Measurement & Analytics charter.

Innovation & reusable capability

• Turn successful customer engagements into repeatable analytical patterns, demonstrations, assets and approaches that can be reused across customers.
• Identify emerging customer needs and feed learnings back into GCX, corp and field teams.
• Experiment with new Microsoft data and AI capabilities and demonstrate practical customer applications.
• Contribute to an AI-first approach where AI is embedded into how customer problems are explored and solved, consistent with GCX's organization design principles.

Cross-functional partnership

• Partner across GCX, core, field teams and other Microsoft technical communities.
• Bring together business, technical and data perspectives to create cohesive customer solutions.
• Help customers connect data and AI opportunities to broader transformation priorities.

Qualifications

Required/minimum qualifications

• Masters Degree in Mathematics, Analytics, Data Science, Engineering, Computer Science, Business, Economics or related field AND 2+ years experience in data analysis and reporting, data science, business intelligence, or business and financial analysis
• OR Bachelors Degree in Statistics, Mathematics, Analytics, Data Science, Engineering, Computer Science, Business, Economics or related field AND 4+ years experience in data analysis and reporting, data science, business intelligence, or business and financial analysis
• OR equivalent experience.

Additional or preferred qualifications

• Masters Degree in Mathematics, Analytics, Data Science, Engineering, Computer Science, Business, Economics or related field AND 6+ years experience in data analysis and reporting, data science, business intelligence, or business and financial analysis
• OR Bachelors Degree in Statistics, Mathematics, Analytics, Data Science, Engineering, Computer Science, Business, Economics or related field AND 8+ years experience in data analysis and reporting, data science, business intelligence, or business and financial analysis
• OR equivalent experience.

Data 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

This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.

Microsoft is an equal opportunity employer. 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 with religious accommodations and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.