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Company Name Microsoft

Position Title: Director, Market Research at Microosft


Microsoft’s Customer and Market Research (CMR) team is looking for a thought leader in customer satisfaction measurement and analysis – someone who will not only advance our customer insight’s program, but someone who will also substantially contribute to Microsoft’s objective of becoming more customer obsessed. In this role, you will be joining one of the largest and most innovative insights departments in the world. Our people are research and analytical professionals with a strong consultative approach who thrive on tackling significant business opportunities and influencing decision makers at all levels. They are intellectually curious, analytical, impact driven, persistent, and not shy about sharing their opinions and recommendations. And, they are passionate about developing themselves, their careers and their profession.


What you’ll be doing:

As a member of CMR’s Corporate Research team, you will lead a team whose responsibility it is to generate and broadly communicate across the company insights regarding how to improve Microsoft’s customer satisfaction. This includes the management of Microsoft’s large-scale survey research programs, which provides key satisfaction metrics and insights to our Commercial, Partner, OEM, Retail, and Customer Service organizations. Additionally, you will help lead the advancement of our satisfaction measurement program – improving our measurement (e.g., by broadening the variety and types of data we capture and evaluate), and furthering our understanding on how these metrics predict business outcomes.

Who we’re looking for:

  • You have held a position advocating for greater customer design – and you love it. Specifically, you have experience designing customer experience measurement and numerous stories about advocating for greater customer-centric design of product, service, and/or solution offerings to business leaders. 
  • You enjoy building large scale programs or systems of work. That is, you can create a clear vision for the development of such programs and are exceptional at aligning resources to build these programs.  In fact, program/project management is one of your core competencies. 
  • You have a strong, broad methodological and analytical skills. You know how to write a survey, interpret a regression or factor analysis, and create representative samples. You are data agnostic – always searching for the right type of data to answer specific business questions.  Ideally, you have experience working with and analyzing a broad array of data – be it survey research, qualitative research, social intelligence, telemetry, financials or other types of business data. And, you know how to summarize and communicate analysis in a way that senior executives can understand.
  • You have very strong communication skills. You like to – and are good at – writing and editing. And, you are good at oral communication and comfortable in speaking to large groups of people.
  • You enjoy working in a face-paced and highly matrixed organization.  You are flexible and able to roll with changes to plans, while at the same time, you optimize what is in your control through ongoing priority setting, roles and responsibilities clarification, and expectation setting.
  • People like to work with you and would say that you are collaborative, open to others’ ideas, and that they can count on you.  You are also able to build strong relationships with key stakeholders and business partners to optimize program outputs and drive efficiencies.
  • You are an experienced manager and organizational leader.  You are known for providing your team with clarity, creating positive energy, and driving for impact. And, you are a leader who is passionate about contributing to the strategy and direction of your broader team and colleagues.
  • You have a Bachelor’s degree in business, market research, or social science (graduate degree preferred), and at least 10 years of insight generation, data analysis and business consulting experience. 
  • This position is located in Redmond, Washington.
Division Customer and Market Research
Internal Reference Code/Reference No.
Location Name United States
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