With more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. We drive cross-company alignment and execution, ensuring that we consistently exceed customers’ expectations in every interaction, whether in-product, digital, or human-centered. CE&S is responsible for all up services across the company, including consulting, customer success, and support across Microsoft’s portfolio of solutions and products. Join CE&S and help us accelerate AI transformation for our customers and the world.

Within CE&S, the Customer Service & Support (CSS) organization builds trust and confidence for every person and organization through delivering a seamless support experience. In CSS, we are powered by Microsoft’s AI technology to help consumers, businesses, partners, and more, resolve their issues quickly and securely, helping prevent future problems from occurring and achieving more from their Microsoft investment.

We are seeking a Senior Business Analyst with deep expertise in operational analytics, data-driven storytelling, and technical proficiency to advance CSS’s performance insights and reporting strategy. This role will focus on curating and connecting data sets, building correlations through SQL, and designing a coherent reporting and dashboard framework that improves user experience and metric discoverability. The ideal candidate will become a subject matter expert on CSS metrics and data models, deliver ad hoc analytics, model operational and financial impacts, and lead metric and KPI governance initiatives. By uncovering correlations and crafting compelling narratives, this role will enable executive decision-making and shape the CSS business performance story.

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
• Data Analysis & Insight Generation: Conduct comprehensive analyses to address business challenges, accurately interpret findings within their context, and provide actionable recommendations. Utilize advanced statistical methods and financial modeling to quantify operational impacts and inform strategic decision-making.
• Data Curation & Integration: Demonstrate expertise in relevant data sources and models. Curate and integrate datasets across multiple systems using SQL, maintaining data quality and adherence to governance standards. Collaborate with engineering and data teams to develop robust data pipelines and system integrations.
• Dashboard & Reporting Strategy: Oversee the redesign of reporting and dashboard structures to enhance usability, discoverability, and alignment with organizational priorities. Develop and maintain Power BI dashboards and self-service platforms, ensuring timely access to key metrics and trends.
• Metric & KPI Governance Leadership: Lead efforts to standardize KPI definitions and measurement methodologies throughout the organization, promoting consistency in executive reviews and performance reporting.
• Evaluation & Impact Modeling: Establish frameworks and identify data requirements for assessing both operational and financial impacts. Build models linking operational adjustments to ROI and cost avoidance, supporting scenario planning and strategic prioritization.
• Efficiency & Innovation: Implement scalable and reusable analytics and reporting solutions. Investigate opportunities for automation and AI-driven approaches to enhance efficiency and bring standardization to ad hoc analyses.
• Presentation of Results & Storytelling: Prepare executive-level presentations, dashboards, and visualizations that translate insights into clear, compelling narratives. Effectively communicate findings to senior stakeholders, influencing strategic decision-making through impactful messaging.
• Business Understanding & Collaboration: Apply thorough knowledge of business operations and market trends to anticipate organizational needs. Engage with stakeholders to transform business inquiries into technical requirements and foster cross-functional collaboration.

Other:

• Embody our culture and values

Required/minimum qualifications

Business Analytics IC4 - The typical base pay range for this role across the U.S. is USD $106,400 - $203,600 per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $137,600 - $222,600 per year.

Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here:
https://careers.microsoft.com/us/en/us-corporate-pay

This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance with religious accommodations and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.