Support Planning-Senior BI Planner

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 Customer Service & Support (CSS) organization builds trust and confidence for every person and organization through delivering a seamless support experience. In CSS, we are powered by Microsoft’s AI technology to help consumers, businesses, partners, and more, resolve their issues quickly and securely, helping prevent future problems from occurring and achieving more from their Microsoft investment.

This Support Planning, BI Planning role is accountable for designing and developing robust, evolving BI architectures and solutions to uplift human and AI value augmentation, with a strong focus on Customer Lifecycle Analytics and AI Agent intelligence.

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.

Response and Resolution:

• Identifies broad dependencies and risks across product lines that they are responsible for relative to other products/program. Provides specific risk mitigation options. 
• Develops and/or reviews new support scenarios (e.g., features, customer entry points, capabilities) prior to or during in-life releases to identify complex customer experience scenarios that may drive support incidents. Documents the end-to-end customer experience to identify and communicate risks. Builds plans in response to new support offerings or improvement opportunities, and identifies approaches to remove them with relevant teams. 
• Gathers feedback on existing feature/program/product scenarios to identify blockers and creates new approaches to remove them with relevant teams. Identify ways to increase efficiency and/or return on investment (ROI). 
• Participates in complex release governance projects to build a support plan for a new product, program, or offering across multiple support organizations. Designs service experience and outcomes.
• Design and implement scalable and robust BI architectures that support business decision-making and Human and AI operational efficiency.
• Design data models and business rules to ensure data is accurately and efficiently processed and integrated.Collaborate with data engineering and reporting teams to ensure the BI solutions integrate seamlessly with existing systems and infrastructure.
• Understanding and Prioritizing BI Requirements. Engage with different business stakeholders to understand their BI requirements.
• Align all BI requirements with business core priorities to ensure effective prioritization.

Readiness:

• Monitors key performance indicators (KPIs) across product or service lines to identify opportunities to improve the customer experience across varies product or service lines. 
• Cross-functional Collaboration
• Partner with stakeholders across data science, engineering, and business units to ensure alignment on BI initiatives post deployment expectations and issue triage
• Facilitate regular discussions with stakeholders to review BI deliverables, gather feedback, and collaboratively identify areas for improvement.
• Act as the primary liaison for business units regarding BI-related topics, ensuring transparency and fostering collaboration.
• Gather feedback on existing BI features to identify blockers and create new approaches to remove them with relevant teams; identify ways to increase efficiency and/or return on investment (ROI).

Product/Process Improvement:

• Manages complex stakeholder relationships across product group, engineering, and supportability with a clear rhythm of business  (ROB), and active communication, to drive customer and support experience alignment. Drives executive business reviews and serves as a primary contact in support. 
• Leverages status reports and other communication methods, using storytelling to influence stakeholders to communicate issues and improvement opportunities. Articulates broader support strategies to stakeholders. Highlights risks and issues through existing and new data sources and reporting.
• Translate complex technical concepts into easy-to-understand language for business stakeholders.
• Develop clear and concise reports summarizing the implications of data analysis and BI solutions, translating findings into actionable recommendations for stakeholders.
• Present insights to various audiences, including technical teams and senior leadership, ensuring a shared understanding of the business impact of BI initiatives.
• Use analytic insight and storytelling to influence stakeholders, communicate issues, and identify improvement opportunities.
• Communicate and update the status, risks, mitigations, and other relevant information throughout the BI delivery process.

Business Integration:

• Support for Quality Evaluation Processes
  Collaborate with quality assurance teams to support the evaluation of BI outputs, helping to identify and address performance issues and business operation impact.
• Assist in developing quality assurance frameworks that enable ongoing assessment of BI solutions, focusing on operational consistency and accuracy.
  Ensure that the business implications of BI quality assessments are communicated effectively to stakeholders, driving continuous improvement effort.
• Analyzes the experience and the voice of the customer and delivery team at a product, company, and/or market level to identify new opportunities to drive customer loyalty and return on investment.
• Raises these opportunities to stakeholders for sponsorship and buy in. Reviews experiences of other business units or competitors and identifies ways to incorporate into their strategies to drive continuous improvement and growth. 

Other 

• Embody our and