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With over 18,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft’s end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also because we provide a differentiated and connected customer experience.

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.

We are looking for a talented and motivated analytics professional who can build predictive models and solve a wide variety of predictive analytics problems, develop PowerBI dashboards – all with the goal of providing actionable insights into business processes and customer experience. You will contribute to continuing the team’s progress toward being a recognized hub for forward thinking in the field of advanced data analytics. The team consists of experts in statistical data analysis, data visualization, machine learning, driver analysis, forecasting, simulation, test and control studies, etc. The person in this role must demonstrate and maintain strong domain expertise, demonstrate experience in algorithms and analytical expertise on operational metrics and KPIs and articulate these analytics to key business stakeholders. Additionally, the Data Scientist will manage the suite of standard or ad hoc reporting needs, including development of PowerBI dashboards and manage data feeds. In addition, the ability to be flexible and take on challenges outside of current knowledge and skill sets will be critical to achieving success. If you have the relevant experience and ideas for how to solve complex business problems, then we would like to hear from you.

This role is flexible in that you can work up to 100% from home.

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

Translate business problems into analytical requirements. Build and develop analytical solutions including ML models, Operations Dashboards using PowerBI, segmentation, Customer and operational KPI deep dives, etc working alongside a strong team of Business Partners, Analysts, Architects to deliver priority outcomes in alignment with the strategic roadmap for the organization. Key Responsibilities include :

• Develop analytical solutions to predict customers’ next issues to solve them proactively

• Develop Power BI dashboards to generate actionable insights

• Develop drivers analysis on key operational KPIs using ML algorithms to identify levers for remediation

• Building simulations to test and optimize processes

• Collaborate with cross functional teams and partners on business problems and strategic priorities of the team

• Act as an evangelist and catalyst for Analytics & BI innovation

Qualifications

• 5+ years of analytics hands-on experience across Regression(Linear/Logit/Gamma), Cluster analysis (K-Means/Modes/Hier), Simulations, Time Series forecasting, Hypothesis testing, Optimization techniques etc.

• Experience on Microsoft BI stack, including strong PowerBI skills and exposure to machine learning and data mining, large scale computing systems including experience in SQL, R/ Python/ SAS/ AzureML or similar languages.

• Design and BI architecture skills, partnering with engineering & information architecture teams on design & architecture will be good to have

• Excellent communications and interpersonal skills. Ability to convince other strong personalities of their ideas and work with a large number of partners in solving a problem.

• Proven track record of delivering high impact in complex business settings

• Masters or PhD in Statistics/Econometrics/Computer Science or related discipline is preferable

PERSONAL ATTRIBUTES/INTERPERSONAL SKILLS:

o Excellent written and oral communication skills, particularly the ability to synthesize complex issues/scenarios into easy-to-understand concepts.

o Attention to detail with self-discipline and a drive for results.

o Demonstrated ability to work in ambiguous situations and across organizational boundaries.

Microsoft is an equal opportunity employer. Consistent with applicable law, 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 and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations (https://careers.microsoft.com/v2/global/en/accessibility.html) .