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Microsoft Corporation Director, Business Strategy Planning & Design, Customer Experience & Success in Cambridge, Massachusetts

Are you a talented business strategy development leader with consulting experience? Do you enjoy operating in whitespace and building net new recommendations to transform Microsoft’s customer experience? If so, the CE&S Business Strategy & Programs team is looking for a talented individual like yourself!

With over 14,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is embarking on an unprecedented journey to provide a differentiated and connected customer experience. Through the Connected Customer Experience (CCE) strategy, our aim is to build a differentiated, end-to-end customer experience that delights our customers across every touchpoint. It is an amazing time for our industry. Microsoft has an opportunity to be a customer experience market leader and we need your leadership to help us act on it.

As the Director of Business Strategy Planning & Design within the Business Strategy & Programs organization, you will support the CVP and CE&S Leadership Team in strategic business planning, strategy ideation, whitepaper creation, concept design, and proposal development. While this role will begin as a senior individual contributor, opportunity exists to build and lead a small team focused on strategy development and business planning in support of the Connected Customer Experience vision and goals.

This exciting opportunity provides visibility, influence and leadership across CE&S and the entire Microsoft ecosystem. The Director of Business Strategy Planning & Design role is essential to the vision of the organization as being recognized as the world leader in customer experience, success, and support. This role calls for a balance of strategic thought leadership, proposal and implementation plan development, influence skills and effective communication. You must be able to work well under pressure, have low ego with high confidence and interpersonal awareness, willing and able to partner effectively with diverse stakeholders, deliver impact under tight deadlines and must be flexible with strong ability to be effective amid ambiguity and uncertainty.


Your direct accountabilities will include:

  • Strategy ideation, white paper creation, concept design, and proposal development for net new strategic opportunities for Microsoft

  • Creation and management of “always-on” strategic business planning process

  • Voice of customer & partner analysis to identify trends/opportunities for impact.

  • Analyzing key competitive trends identifying new revenue and share growth opportunities.

  • Analysis of business models and how they perform in the market as offers and programs.

  • Orchestrating impact analysis and recommendations across sales/marketing, delivery, legal, & finance

  • Develop strong relationships, embracing cross-boundary collaboration to influence peers and senior executives across the company.


The ideal candidate will have a demonstrated track record of:

  • 15+ years of experience in technology marketing, strategy, or business consulting.

  • An advanced understanding of technology business models.

  • Business strategy consulting background and experience working at McKinsey, Booz Allen, or somewhere similar.

  • Business and strategy leadership with excellence in technology planning and marketing

  • High degree of numeracy, highly developed quantitative and analytical skills

  • Understanding of industry business metrics, financial analytics, and proficiency with financial calculations

  • Knowledge of Microsoft technology, cloud computing, and support business models

  • Attention to detail, self-discipline, and self-motivation.

  • Experience in a complex multi-team and strategy fast paced business environment

  • Razor sharp intellect, coupled with problem solving, judgment, decision making and strategic capabilities.

  • Willingness to take on a big challenge with significant growth potential.

  • Most importantly, you must be balanced in both strategy development and program execution.

  • BS/BA required; MS / MBA strongly preferred.

Location/Travel: You may be based anywhere in the United States. You can expect limited global travel, less than 25%, contingent upon Covid-19 restrictions.

Join us and be one who empowers billions! That’s incredible reach. When you combine that with your own inspiration, plus the freedom and support to make your ideas happen, you can make a huge impact on how people work and live all over the world.


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.