Customer Experience Lead


Microsoft Careers Singapore

Job Details

Hiring Organization Microsoft
Post Title Microsoft Careers Singapore
Post Name Customer Experience Lead
Qualification Bachelor’s Degree (BS or BA) or equivalent work experience required, MBA or equivalent work experience preferred.  Relevant fields of study include Customer Experience, Marketing, Sales, Change Management, Business Management, and Organizational Development.
Industry  Private
Employment Type  Full Time
Work Hours  8 Hours
Salary SGD 4000 To SGD 5000  Per Month
 Location  Singapore 069547

Job Description

Microsoft is on a mission to empower every person and every organization on the planet to achieve more. Our culture is centered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day.


A growth mindset encourages each of us to lean in and learn what matters most to our customers, to create the foundational knowledge that enables us to make customer-first decisions in everything we do. In doing so, we create life-changing innovations that impact billions of lives around the world. You can help us achieve our mission.

If you are a proven leader who has strong cross-group collaboration skills, and drives for impact and influence at all levels of the company, then the Customer & Partner Experience (CPE) organization has an exciting opportunity for you.

As CPE Lead you will be keenly focused on driving improvements to customer experience & satisfaction.  You will serve as a trusted adviser to internal stakeholders and Microsoft’s most important customers and partners, enabling them to maximize their satisfaction with Microsoft’s products and services.

This role is non-routine and very complex, involving the application of advanced interpersonal, business, analytical and technical skills.

Responsibilities

The Customer & Partner Experience (CPE) Lead role is one of the very few roles in the company that is responsible for looking end to end across all of Microsoft’s products, services, segments, and programs. By doing so, CPE Leads can identify trends that enable us to solve problems, mitigate risks in order to address challenges, and remove sales blockers which help us sustain and grow revenue and compete more effectively. CPE Leads are responsible for taking an outside-in view of the customer experience in order to truly represent the voice of our customers and partners.

This role enables Microsoft to increase usage of our cloud technologies, retain existing customers, and enable customer satisfaction as a key differentiator of our value proposition in the market.

Customer and Partner Listening:  Gather and analyze customer feedback and signals through Voice of Customer and Partner channels, local insights, Business Intelligence, and analysis (40% of the time)

Influence and Land Customer Health Improvements:  Provide customer evidence and ensure execution of actions critical to customer satisfaction at the local and global levels. (40% of the time)

Foster Customer and Partner Experience (CPE) Culture and Ensure Accountability:  Execute programs to embed customer obsession in employee lifecycle, and ensure CPE accountability lands across all roles.  (20% of the time)

Qualifications

15+ years of Previous Experience with

  • Ownership of customer loyalty, culture, and change management
  • Orchestration of strategic and complex business planning (orchestrating across multiple segments and audiences) and execution (i.e. Program/Campaign Execution, Customer Journey Mapping)
  • Senior leadership engagement and influence
  • Strong customer engagement and storytelling skills
  • Managing or leveraging a broad set of customer, market, and competitive listening systems and intelligence to identify key trends and insights in order to prioritization, decision making, and execution across the company

Education

  • Strong Analytical/Excel skills required. Power BI is a plus
  • CX Certification, Six-Sigma Certification (optional)
  • Fluent in Korean and English required
  • Bachelor’s Degree (BS or BA) or equivalent work experience required, MBA or equivalent work experience preferred.  Relevant fields of study include Customer Experience, Marketing, Sales, Change Management, Business Management, and Organizational Development.

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form.

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