Business Design Practice Lead, Customer Service & Support

With over 18,000 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.

In Customer Service & Support (CSS), we help customers and partners resolve their issues quickly, prevent future problems from occurring, and demonstrate new ways to achieve more from their Microsoft investment. The CSS Strategy + Design team drives clarity, alignment, and impact through three practice areas: Business Strategy, Business Architecture, and Business Design. We define a clear vision for the future, establish a shared understanding of the present, and ensure decisions are structured and aligned to move CSS forward. By integrating these disciplines, we enable CSS to evolve with purpose and drive meaningful change.

The Business Design Practice Lead, Customer Service & Support (CSS) ensures CSS’s strategy and long-term vision are translated into a structured, prioritized, and actionable roadmap. This role works closely with Strategy, Business Architecture, and Integrated Planning while also embedding deeply with business leaders, operational teams, and key stakeholders to understand how initiatives and programs connect across the organization.

This role plays a critical part in helping CSS leaders define priorities, align investments, and sequence initiatives to ensure programs drive meaningful business outcomes. By working across teams at multiple levels, this role ensures efforts are designed with clear objectives, dependencies are well-mapped, and initiatives engage the right teams across CSS.

This role evaluates whether initiatives and programs deliver expected business outcomes and advance CSS’s business capability maturity. Where needed, they lead or support special projects that require deep organizational and industry research, ensuring high-value opportunities are well-framed before pursuing specific solutions.

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.

• Develop and maintain CSS’s future-state vision and long-term roadmap, ensuring business capability investments are sequenced intentionally based on dependencies and strategic priorities, informing CSS’s LRP and three-year plan. 

• Guide CSS Leadership in defining and structuring annual business outcomes, ensuring fiscal year objectives are clear, actionable, and provide direction for initiatives and programs. 

• Deeply engage with operational and business teams to uncover challenges, identify strategic opportunities, and ensure investments align with real-world business needs. 

• Build a clear narrative and dependency map, articulating how initiatives, programs, and investments interconnect across CSS and shared services. Define accountabilities and engagement models to ensure clarity in execution. 

• Ensure initiatives and programs are structured effectively, incorporating key success measures, investment priorities, and clear articulation of intended outcomes. 

• Evaluate ongoing initiatives and provide recommendations, helping leadership make data-driven prioritization decisions and optimize investments for the highest strategic impact. 

• Lead or support special projects requiring deep organizational and industry discovery, ensuring structured analysis before committing to specific solutions. 

• Assess the effectiveness of CSS’s strategic initiatives and programs, ensuring they deliver measurable business outcomes aligned with capability maturity goals. 

Intended Outcomes 

• CSS leaders make well-informed, strategic decisions based on structured roadmaps, business capability investments, and clear dependencies. 

• Initiatives and programs are clearly defined, interconnected, and sequenced, ensuring the right work happens at the right time. 

• Resources are invested intentionally, optimizing for the highest impact. 

• Programs deliver measurable outcomes, ensuring they advance business capability maturity rather than just completing tasks. 
• Strategic priorities are clearly communicated, enabling cross-functional teams to stay aligned and focused on execution. 

Other

• Embody our and