UX Designer II

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 Global Customer Success (GCS) organization is leading the effort to create the desired customer experience through support offer creation, driving digital transformation across our tools, and delivering operational excellence across CE&S.

Are you looking for a strategic job opportunity with a unique and spirited team converging strategy, design, and research with a focus on customer experience? If so, you may want to join the Experience Strategy & Design Studio team as a UX Designer!

How we are different from other research and design teams:
We are strategic more than tactical and work primarily on large scale end-to-end experiences. This means we have more interaction with executives
We operate within a horizontal team format, where we lead with influence to cultivate key partnerships across organizations within Microsoft
Much of our work is fast-paced, agile, and iterative

We could be the right team for you if you are looking for a team with:
An inclusive and collaborative environment, encouraging diverse team perspectives
A culture of thought leadership, shepherding customer-centricity at the team's core
Agency and creative freedom to generate energy with stakeholders through dynamic storytelling and visually appealing artifacts
The ability to create clarity amidst ambiguous and complex customer challenges
A diverse and energetic team that lives across four countries

A UX Designer in this role plans and executes research for a feature area or product, using structured methods to understand customers, their context, and their end-to-end journey. They synthesize data into clear, actionable insights that inform product, design, and engineering decisions, while contributing tools, templates, and cross-disciplinary collaboration to drive strong product outcomes. They also support recruitment, form user-experience goals and metrics, and bring industry and vertical trends into research-driven recommendations.

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

• Effective communicator and storyteller that can communicate complex concepts in a manner that creates enthusiasm and alignment for the proposed NorthStar future state experiences
• Use a prescribed design system (e.g., content templates, icons, form design, user-interface [UI] controls, navigation models, design trends)
• Conceptualizes and delivers artifacts at various levels of fidelity
• Create a variety of visual design documents including storyboards, creative briefs, wireframes, journey maps, customer jobs and scenarios, task flows, and personas to support designs for customer experiences, from concept to delivery
• Build connections and partnerships to deliver a persuasive outside-in customer-centric approach to enable a connected experience delivered at scale
• Support team in developing a synthesis of customer insights and comparing them with data to identify larger issues that may not be apparent for customer desires
• Ability to clearly and succinctly present possible solutions outside of the designated design space
• Use digital and physical tools to demonstrate design to stakeholders and then gauge customer perceptions
• Review and validate work with peers, stakeholders, and customers to maintain open communication
• Ability to see things from various altitudes and communicate holistic solutions
• Demonstrated experience with leveraging insights from a wide variety of research methods (e.g., interviewing, surveys, foundational, quantitative, qualitative, etc.)
• Hands-on experience designing and supporting remote workshops
• Expertise in Customer Experience Design and Design Thinking

Qualifications

Required Qualifications

• Bachelor's Degree in Industrial Design, Product Design, Human Computer Interaction, or related field AND 3+ years experience working in product or service design
  • OR equivalent experience (e.g., experience using design thinking to solve problems)

Preferred Qualifications

• Experience supporting the development of AI features
• Experience applying AI within design workflows
• Proficiency in a variety of design tools such as Figma, Photoshop, Illustrator, and/or Sketch
• Design Thinking Certification from an accredited institution. (e.g.: IDEO, IBM, Stanford, Luna, Forrester, and a variety of university programs)
• 2+ years conducting 1:1 research interviews
• 3+ years designing, planning, and facilitating live and virtual Design Thinking workshops

Product Design IC3 - The typical base pay range for this role across the U.S. is USD $100,600 - $199,000 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 $131,400 - $215,400 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.