Senior Data Analyst

Overview

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.

The Customer Experience Architecture (CXA) organization leads the design of our AI-enabled integrated Customer Success and Support motions across CE&S and drives the implementation requirements across end-to-end customer experience architectures, improving the quality and experience KPIs across CE&S.
The CE&S Business Intelligence (BI) Team is responsible for delivering data-driven decision-making and self-serve analytics to optimize customer experience and support operations across Microsoft's assisted and self-service support surfaces. We build and manage data platforms and data flows, oversee data and measurement governance, develop Machine Learning (ML) models, manage support-critical data tools, and provide both core and business-specific analytics resources and guidance.

We are seeking a goal-driven Senior Data Analyst with extensive experience in delivering data-driven decision making & self-serve analytics to optimize customer experience and support operations across Microsoft's assisted and self-service support surfaces. In this role, you will lead and collaborate closely with high-impact data analysts and strategic customers to solve complex problems. You will communicate trends and innovative solutions to stakeholders and work cross-functionally with engineering teams, product teams, and program management to deploy business solutions.

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

• Partner with and understand business needs of your stakeholders, prioritizing & translating those needs into technical requirements for the data & analytics engineering team.
• Determines the technique needed and develops analytic models to understand complex business issues and provide data-driven insights.
• Perform analysis on business operations using a variety of analytical tools (SQL, Python, Azure Databricks, Synapse, Power BI, Fabric etc), executes analyses and interprets results with actionable recommendations, and partners to build on others'' frameworks.
• Design, execute & streamline our intake processes, including user stories, acceptance criteria, bug & data matrices, and subsequent effort estimations and task sequencing.
• Insist & deliver on high standards of quality, including data accuracy & timeliness.
• Ensure all outputs & deliverables adhere to consistent frameworks and standards, including business rule logic & taxonomy.
• Define & measure the success/impact of requested analytics & reporting features via quantitative measures.
• Agile method practice: Practice a highly efficient, iterative design process in accordance with agile methodology.
• To ensure all stakeholders are well-informed, deliver clear, concise, and comprehensive communication tailored to their specific needs and expectations.
• Mentor & teach on best practices - insistent focus on developing greatness in your peers.
• Participate in broader evangelization and communication to relevant Microsoft communities.
• Drive inclusion in everything you do.

Other

• • Embody our culture and values .

Qualifications

Required/minimum qualifications

• Master's Degree in Statistics, Mathematics, Data Science, Computer Science/Engineering, Business Analytics, Economics or related field AND 2+ years experience in data analysis and reporting, data science, business intelligence, or business and financial analysis
  • OR Bachelor's Degree in Statistics, Mathematics, Data Science, Computer Science/Engineering, Business Analytics, Economics or related field AND 4+ years experience in data analysis and reporting, data science, business intelligence, or business and financial analysis
  • OR equivalent experience.

Other Requirements

Ability to meet Microsoft, customer and / or government security screening requirements are required for this role. These requirements include, but are not limited to the following specialized security screenings: Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud Background Check upon hire / transfer and every two years thereafter.

Additional or preferred qualifications

• Master's Degree in Statistics, Mathematics, Data Science, Computer Science/Engineering, Business Analytics, Economics or related field AND 6+ years experience in data analysis and reporting, data science, business intelligence, or business and financial analysis
  • OR Bachelor's Degree in Statistics, Mathematics, Data Science, Computer Science/Engineering, Business Analytics, Economics or related field AND 8+ years experience in data analysis and reporting, data science, business intelligence, or business and financial analysis
  • OR equivalent experience.
• 5+ years of experience in enterprise-scale, data-intensive environments, translating complex and ambiguous business needs into clear data requirements and solution designs.
• Proven analytical judgment and data storytelling skills, with the ability to explain the why behind complex data, communicate business impact clearly, and influence senior, non-technical stakeholders.
• Experience with Power BI visualization, modeling, DAX; RLS/OLS; performance optimization; certified dataset lifecycle. Data modeling mastery (dimensional/star schema, SCD, conformed dimensions, KPI standardization).
• Hands-on experience with Azure data stack: Fabric (Lakehouse/Warehouse, Pipelines, Semantic Models). Core programming skills in SQL and Python.
• Domain expertise in Customer Experience & Success/Support analytics (case lifecycle, agent performance, CSAT, deflection, E2E experience journeys).

Data 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:


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.