Microsoft 365 Customer Experience Analytics and Automation (CXPAA) team is seeking a Customer Experience Data Analyst to unlock actionable insights from a rich and complex dataset that spans Customer Engagements, Escalation Management, Service Incidents, Change Management coordination, and communications, in order to drive business decisions, improve processes, and enhance product quality.
Requirements
- 2+ years experience working with customer experience, support or service incident data
- Familiarity with Microsoft 365 ecosystem and internal data platforms.
Responsibilities
- Analyze large-scale datasets from diverse sources across Microsoft 365 to identify trends, patterns, and anomalies.
- Develop trend analysis and data modeling solutions to support proactive incident management and customer engagement strategies.
- Build dashboards and visualizations that communicate complex data in a clear and impactful way.
- Design and implement data pipelines and tools to streamline data access and analysis.
- Contribute to the development of data governance and quality standards.
- Identify and drive opportunities for efficiency using Artificial Intelligence (AI).
- Synthesizing business and data insights, optimizing data integration, and evaluating analytics to propel informed decision-making.
Other
- This role requires you to be onsite 5 days a week in Microsoft's offices in Redmond, WA.
- Ability to meet Microsoft, customer and/or government security screening requirements are required for this role.
- Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud background check upon hire/transfer and every two years thereafter.
- Excellent communication and storytelling skills to convey insights to technical and non-technical audiences.
- Collaborate with PMs, engineers, and business stakeholders to translate data insights into strategic recommendations.
- Partner with cross-functional teams to define metrics and KPIs that measure success across CX initiatives.
