Analytics Specialist - Global Customer Experience

With over 18,000 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 Global Customer Experience (GCX) organization empowers Microsoft to deliver transformative customer and partner experiences through planning, co-creating, executing, and driving adoption of our Customer Experience (CX) strategy. Our bold ambition is to see Microsoft recognized as the CX leader across industries. Join us today to be at the forefront of CX strategy, innovation, and to deliver business value through prioritized CX improvements and customer obsessed culture at scale!

The Analytics Specialist for the GCXMI (Global Customer Experience Measurement and Insights) team at Microsoft plays a crucial role in managing and analyzing data related to customer experience. This role is designed to support the team in delivering high-quality research and insights that drive business decisions and enhance customer satisfaction.

This role is flexible in that you can work up to 100% from home.

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.

Responsibilities

• Ad Hoc Research: Collaborate with stakeholders to deliver analysis that underpins a wide variety of ad hoc research projects that address specific business needs and provide actionable insights. Design AND execute statistical modelling that will challenge hypotheses generated by the business
• Research Instrument Optimization: Work closely with research instrument owners to ensure that data collection instruments are designed to capture relevant data in an optimal format for the purpose of conducting relevant analysis.
• Alignment with Business Needs: Partner with insights teams to ensure that data analysis aligns with the needs of the business and the market in which Microsoft operates.
• Best Practices and Tools: Stay up to date with the latest best practices in analytical techniques and tools to provide the best possible research with the greatest efficiency.
• Innovative Mindset: Focus on leveraging the latest technologies and methodologies for the analysis, manipulation and visualization of data.
• Commitment to Quality: Experience in establishing and maintaining quality analytical methodologies.
• Networking: Ability to develop and maintain ties with internal and external networks of peers.

Qualifications

Minimum / Required Qualifications:

• Education: Bachelor's Degree in Statistics, Mathematics, Analytics, Engineering, Computer Science, Marketing, Business, Economics, or a related field Or equivalent experience
• Experience in data analysis and reporting, business intelligence, or business and financial analysis.
• Technical Skills: Proficiency in data analysis tools such as SQL, PowerBI, SPSS, SAS, Stata or similar.
• Experience with data exploration using Kusto, SQL, Python, R, C#, or similar language would be beneficial.

Preferred Qualifications:

• Experience working with customer experience feedback data in a B2B context is highly preferred – specifically as refers to choices of analytical techniques that reflect the idiosyncratic nature of these data
• Experience working as a manager of vendor analytics resources is highly preferred
• Advanced Statistical Modeling & Machine Learning (frequentist and Bayesian) including Regression Analysis, Time Series Forecasting, Machine Learning Algorithms and Clustering
• Customer Segmentation & Behaviour Analysis including Advanced Segmentation Techniques, Churn Prediction and Customer Lifetime Value (CLV)
• Experimental Design & A/B Testing including Design of Experiments (DOE), A/B Testing and Statistical Power Analysis.
• Natural Language Processing (NLP) & Text Analytics including Sentiment Analysis, Text Mining & Topic Modeling and Named Entity Recognition (NER) and Part-of-Speech Tagging
• Data Visualization & Reporting including Advanced Visualization Techniques, Data Storytelling and Advanced Reporting

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.  We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. 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.

Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.