Microsoft Corporation Senior Research Methodologist in Redmond, Washington
Microsoft is on a mission to empower every person and every organization on the planet to achieve more. Our culture is centered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day. In doing so, we create life-changing innovations that impact billions of lives around the world. You can help us to achieve our mission.
With over 15,000 employees worldwide, the Microsoft Customer Experience and Success (CEnS) organization is responsible for the strategy, design, and implementation of the Microsoft end-to-end customer experience. This newly expanded organization reflects the Microsoft ambition to be known as a customer experience company, ensuring our Microsoft mission to empower every person and every organization on the planet to achieve more is enabled by delighting customers and consistently exceeding their expectations in every interaction through a connected customer experience.
Microsoft has a tremendous opportunity to exceed customer expectations and drive greater customer loyalty and trust, which leads to greater satisfaction, retention, and growth. The CEnS organization is looking for people with a passion for delivering customer success to help us build a future where customers come to us, not only because we provide industry-leading products and services, and also because we provide a differentiated and connected customer experience that is rooted in our commitment to delivering on customer outcomes.
Within the Customer Experience Measurement & Insights team, the senior research methodologist will implement, improve and innovate measurement which generates insights and informs action across the Customer Experience & Success organization for Microsoft. Working on both tracking and ad hoc work, you will design and maintain new and existing capabilities, as well as leverage existing capabilities outside of our ownership. You will be a critical partner to various teams within the CX Measurements & Insights group, across the Microsoft Customer Experience & Success organization, as well as to partner organizations within Microsoft. As a science-first leader, you bring research methods and expertise to critical business problems.
About our team:
We are the Customer Experience Measurement & Insights team serving the needs of the Customer Experience & Success (CE&S) organization within Microsoft. Our remit covers customer, partner, employee and market signals for all non-product experiences - ranging from reactive support through relationship management - for service, support, and field domains. Our work also covers all strategic programs within the CE&S organization for instrumentation and contributing to measures of success.
In this role, you will:
-Serve as an advisor, creator and hands-on specialist in the CXMI team in our goal to improve the validity, reliability, adoptability and actionability of all customer experience signals within CE&S.
-Revise existing instruments and metrics, as needed, to align with best practices, standardize across use cases, increase response rates, etc., while understanding, explaining, and minimizing risks of change (e.g., disruption of trend data, exogenous variation in sentiment)
-Develop a scalable governance model for customer surveys, provide education/training on governance strategy (POV/rationale) and practice (how to implement processes/procedures)
-Create new instruments as needed for transactional, journey, relational, competitive and ad hoc use cases will be required. Design hypotheses and lead mixed method studies to derive insights about the behaviors and attitudes of employees and identify opportunities for improving people processes and roles in an ambiguous and fast-changing environment
-Advocate for and establish instruments and metrics that are methodologically sound, contextually relevant, and interoperable as an ecosystem of experience data takes shape.
-Support mixed methods analytical frameworks and help co-design monadic insight products alongside data modeling teams to accelerate insight creation and customization.
-Lead (support and/or execute) analysis of experience and operational data to produce compelling insights and prioritized, actionable recommendations across customer journey(s)/lifecycles
-Co-lead innovation work that moves uniquely enables Microsoft’s Connected Customer Experience
-4+ years (with PhD) or 8+ years of experience as a research methodologist with a primary focus on quantitative methods. Qualitative research methods experience is a bonus. Advanced degree in research methods (or an applied social science with research methods focus) is strongly preferred, however considerable hands-on experience will be considered regardless of credentials.
-Extensive experience designing measures and survey instruments is required.
-Extensive experience using psychographic and operational data together for insight generation, performance management and data-driven business decisions is required.
-Experience with designing experiments for the purpose of testing and ratifying measures is required.
-Extensive experience with non-linear modelling of customer experience data – and advanced analytics more broadly – is strongly preferred. A track record of creating new scientific research is beneficial.
-Knowledge of advanced analytics techniques for customer experience data is required. Modeling capability in a common language or package (e.g. Python, R, SAS, SPSS, Stata, MiniTab, etc) is strongly preferred.
What we’re looking for:
-Customer-centric with a passion for delivering insights to the right level, at scale.
-A leader with pioneering spirit with high standards while demanding no more of others than you, yourself, are willing to give.
-Excellent communication, presentation and interpersonal skills. The ability to deliver in both leadership meetings and in front of audiences is valued.
-Professionalism above all. Insights are their most powerful when they are handled with care and delivered with professionalism; the diversity of our stakeholders (and their needs) makes a professional attitude a non-substitutable requirement.
-Passion and craving for service and experience innovation.
-Science-first mentality. Working closely with stakeholders, research methodologists, data scientists, insights professionals and more will require a singular focus on what constitutes usable insights for investment-grade decisions.
-Familiarity with a wide range of qualitative and quantitative research methodologies
-Strong attention to detail in all forums.
-See around the corner with a nascent ability to pre-mortem problems before they arise.
-Being a leader can be challenging, so it is crucial to have strong empathy for customers, stakeholders, teammates, and yourself.
-A commitment to being inclusive in all its meanings.
The salary for this role in the state of Colorado is between $125,000 and $187,700.
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 (https://careers.microsoft.com/us/en/accommodationrequest) .
Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.
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