Customer Support Experience Lead

Customer Journey Mapping lead, Customer Service and Support (CSS), Worldwide (WW) Services

Are you passionate about creating best in class customer support experiences? Do you have great knowledge in successfully implementing With over 21,000 employees worldwide, the Microsoft Services and Support team includes IT architects, consultants, support engineers, sales, and business leaders who serve our customers in 191 countries and 46 languages, providing best-in-class platforms and productivity services. Our Customer Services and Support (CSS) team is on the front lines with our customers – Consumer and Enterprise – helping them get the most from their technology investments.

The Customer Journey Mapping Lead will be a key role in leading our customer support transformation by identifying and prioritizing the key support experiences that have the highest opportunity to improve, delight and deliver best in class customer support experiences for our customers. This person will have a clear understanding of the industries, competitive landscapes and markets that we engage in. Leveraging that knowledge, this person will execute journey mapping efforts and identify gaps and opportunities to deliver much higher levels of quality support experiences for our customers.

This position sits within the Support Experience & Strategy team and will provide best in class customer experiences that will elevate capabilities and a manage a related business rhythm to identify and rationalize the support gaps and track progress being made to improve the overall support experience of our customers.

Core Responsibilities:

Define best-in-class; end-to-end customer support experience

• Working across key stakeholders and teams to identify key opportunities for improving the customer experience with support for our customers and partners.

• Lead and execute Customer Journey Mapping methodologies to design flow of customer journey through CSS. Journeys will be inclusive of “end to end” topics such as: customer awareness of support, “front door”, routing; points of contact and root cause analysis with goal of streamlining, simplifying and delivering differentiated support experiences to our customers

• Identify gaps between ideal customer journey flow and current support experiences

• Identify tradeoffs in making support changes based on journey mapping outcomes based on established cost/benefit models

• Identify base level change management dependencies for improvement opportunities

• Design goals for CSS org in terms of customer experience and interactions

Success Criteria: includes

• Deliver Industry leading customer support experience design across segments, business units, geographies with measurable expected outcomes

• Prioritized opportunities for improvement with clear benefit/cost model considerations.

• Clear communication of target support experience to all relevant internal CSS stakeholders.

• Adept at communicating and engaging at executive levels and across organizational boundaries

• Improved alignment of support experiences based on alignment to core customer segmentation scenarios.

Required skills & Qualifications:

• 7+ years of work experience with 3+ years of proven success in at least one of the following: strong track record of customer and/or partner engagement/experience, consulting experience, executive exposure and demonstrated cross functional collaboration.

• Bachelor’s Degree in Business, Marketing, Engineering, Economics, or other related disciplines or equivalent combination of experience is the ideal candidate.

• Strong passion for driving change and taking on big challenges

• Driven by being customer obsessed

• Excellent communication and interpersonal skills; strong cross-group collaboration with ability to streamline diverse perspectives.

• Customer Journey Mapping experience and MBA preferred

• Excellent ability to navigate in an environment of ambiguity

• Very organized with strong attention to detail, data driven insights and results oriented

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity or expression, religion, national origin or ancestry, age, disability, marital status, pregnancy, protected veteran status, protected genetic information, political affiliation, or any other characteristics protected by local laws, regulations, or ordinances.