Senior Research Strategist

With over 18,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft’s end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also because we provide differentiated and connected customer experiences. 

The Global Customer Success (GCS) organization is leading the effort to create the desired customer experience through support offer creation, driving digital transformation across our tools, and delivering operational excellence across CE&S. 

Are you looking for a strategic job opportunity with a unique and spirited team converging strategy, design, and research with a focus on customer experience? If so, you may want to join the Experience Strategy & Design Studio team as a Senior Research Strategist! 
 

How we are different from other research and design teams: 

• We are strategic more than tactical and work primarily on large scale end-to-end experiences. This means we have more interaction with executives 
• We operate within a horizontal team format, where we lead with influence to cultivate key partnerships across organizations within Microsoft 
• Much of our work is fast-paced, agile, and iterative 

We could be the right team for you if you are looking for a team with: 

• An inclusive and collaborative environment, encouraging diverse team perspectives 
• A culture of thought leadership, shepherding customer-centricity at the team’s core 
• Agency and creative freedom to generate energy with stakeholders through dynamic storytelling and visually appealing artifacts 
• The ability to create clarity amidst ambiguous and complex customer challenges 
• A diverse and energetic team that lives across four countries 

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.

• Scope, design, and lead in-person and virtual customer-facing co-creation workshops that result in breakthrough ways AI can transform our customers’ business 

• Excellent communicator and storyteller that can communicate complex concepts in a manner that creates enthusiasm and alignment for the proposed future state experiences 

• Skilled at executive-level stakeholder management; comfortable setting and respectfully communicating expectations 

• Confidently identify the best way to leverage qualitative research to support a design objective, including the area of focus and research method(s) best suited to the business objectives and customer needs 

• Demonstrate experience with a wide variety of research methods (e.g., interviewing, surveys, foundational, quantitative, qualitative, etc.). Hands-on experience designing, planning, and facilitating interviews, field research, international research, and survey design 

• Build connections and partnerships to deliver a persuasive outside-in customer-centric approach to enable a connected experience delivered at scale 

• Drive a foundational research strategy for the team while partnering with stakeholders to define moments of truth 

• Clearly and succinctly present possible solutions outside of the designated design space 

• Review and validate work with peers, stakeholders, and customers to maintain open communication 

• Ability to see things from various altitudes and communicate holistic solutions 

• Expertise in Customer Experience Design and Design Thinking 

Other

• Embody our and