Microsoft's Customer Experience and Success (CE&S) organization is looking to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, and the AI Experience Transformation Lead will lead AI Skilling Initiatives across Customer Services and Support to enhance Support Engineers' AI Skills and way of working.
Requirements
- 2+ years of AI fluency and experience creating AI agents
- Experience designing and executing large-scale AI campaigns
- Deep knowledge of, and passion for Microsoft products, and understanding of product release cycles
- Microsoft Fundamentals, Coaching (e.g., International Coaching Federation), Project and/or Program Management Professional, archival, or a similar certificate.
- Experience building new partnerships across levels and teams at Microsoft to enable a more connected approach across the company.
- Creative problem solver with the ability to align various stakeholders on common goal for customers and business impact.
- Strong, confident executive communication (written and oral)
Responsibilities
- Partner with CSS AI Readiness to define long-term strategy, priorities, and success measures for AI skilling.
- Translate vision into actionable strategies, roadmaps, and outcomes that guide execution at scale.
- Drive Cross-SBU alignment, reducing duplication and clarifying ownership of potentially duplicative trainings/initiatives.
- Build trusted, mutually beneficial partnerships with SBUs by operating as a strategic enablement partner—co-creating AI skilling campaigns, initiatives and plans that meet local needs while reinforcing enterprise priorities.
- Own the storytelling and narrative for AI skilling, ensuring clarity of vision and consistent messaging for executives, employees, and partners.
- Establish operating rhythms and frameworks that enable disciplined execution and effective decision-making.
- Train and update our team on the AI Skilling Trends in the industry, and where we might want to pivot to be on the forefront of our AI Skilling Experiences.
Other
- Master's Degree or equivalent AND/OR 3+ years experience in Learning and Development, relevant technical roles, business development, quota management, human resources (HR), customer success, collection management, research/restoration evaluation, industry, or program/project management
- 3+ years in a customer support organization
- Demonstrates commitment to career development and continuous or consistent learning through formal and informal efforts
- A business and/or technical degree is strongly preferred
- High energy individual with startup mentality to provide recommendations and orchestrate and execute plans and programs.
