Digital technologies and the disruptive business models that they’ve enabled present an opportunity, like never before, to transform the way that public sector organizations deliver on their missions and serve their constituent customers. Last year alone, Microsoft filed over 2000 patents and invested $15B in R&D in advanced technologies— AI, machine learning, computer vision, IoT, collaboration, modern workplace, CRM and ERP platforms, low-code/no-code platforms – to empower our customers in their digital transformation journey.
At the center of everything that we do at Microsoft is the pursuit of empowering every person and organization on the planet to achieve more – including enabling our customers to delight their customers. Do you have a passion for putting the customer at the center of strategic decisions and embedding customer experience best practices throughout an enterprise helping, organizations provide an unparalleled customer experience? If so, the Digital Advisor role is a unique career opportunity for you! Part of Microsoft’s Enterprise Services organization, Digital Advisors lead the envisioning and delivery of business transformation initiatives for our customers, employing cutting edge solutions and supporting all three of people, process and platform.
For decades, organizations have invested in technology to incrementally innovate and become more profitable or execute their public sector mission. The Digital Era, however, affords the opportunity to completely transform how they interact with customers, how they build/deliver their products and services, how their employees work and make decisions, and how they optimize their organization’s operation. Digital transformation requires a cultural shift, and Microsoft Digital Advisors lead customers through that shift and through their digital journey. Digital Advisors guide organizations as they reimagine and transform their customer engagements, employee experiences, business models and operations.
Partnering with customer executive leadership, Digital Advisors drive a program of change to build the digital business, advising and supporting their executives with the planning and realization of key digital transformation initiatives focused on the value created with digital technologies. They work with hand-in-hand with customer teams as a partner in the digital journey, helping them to ideate and envision the art of the possible. Then, as the team designs, the Digital Advisor helps the team to refine ideas, identify dependencies and eliminate roadblocks. The team continuously delivers innovation as this process, supported by the customer’s new digital culture and platform, goes from its first success to an embedded, systematic approach that realizes the full potential of the Digital Era.
Are you ready to seize the opportunity to work with Microsoft's public sector customers to provide their own customers the very best engagement, services and user experience? If so, the Digital Advisor role at Microsoft is your chance to help change how citizen services are delivered in the Digital Era.
Microsoft values different life experiences and viewpoints. We seek out people from diverse backgrounds and encourage them to take risks and approach challenges unconventionally. We will invest in your health and financial future and encourage you to pursue your interests and passions away from the office.
Key accountabilities include:
Digital Advisory Services
Influence the mindset of customers and account teams by challenging the status quo and bringing innovative ideas that showcase Microsoft’s unique value proposition to our customers’ missions. Instigate the DT program of change with customers to build their digital business, leading to commitment from customers to proceed with execution of the plan.
Demonstrate how the vision becomes a reality when all relevant Microsoft resources and capabilities are brought to bear. Design the DT program of change and its three elements – digital culture, digital platform, and digital approach.
Change Leadership and Adoption
Couple your industry expertise with the full depth of Microsoft resources to realize the customer’s digital aspirations. Provide experience and leadership capabilities to ensure a sustainable digital transformation governance model to lead the change and ensure that business value is created, deliverables are met and a DT program of change is driving continuous innovation within the customer, fostering ongoing commitment.
Be an Enterprise Services Role Model
Demonstrate eminence and leadership from the Digital Advisor community. Establish yourself in the marketplace and internally as a thought leader and trusted advisor to customer executives and account teams. Drive the shift from a transactional, deal-by-deal approach, towards initiation of a DT program of change, where Microsoft, our partners and our customers jointly pursue continuous business innovation to evolve market perception of Microsoft as a digital partner of choice.
Generate a diverse and inclusive workgroup environment, demonstrating cross group collaboration.
10+ years of professional experience, including technical and/or business consulting
7+ years of relevant industry expertise in customer lifecycle management (CLM), customer relationship management (CRM), customer experience (CX)
Experience applying information technology solutions to complex business challenges
This role requires you to be a U.S. Citizen. Do you meet this requirement?
Our Digital Advisors know their customer’s business, the markets in which they operate, and how Microsoft can help them drive their digital transformation. The broad scope of responsibility of this role requires a strong understanding of both business and technology strategy, change management, and a principled approach to broad digital transformational challenges and opportunities. Digital Advisors also share a common set of characteristics – including executive presence, creativity, strong leadership and exceptional people skills - and bring the experience that drive innovation and customer value:
The following types of experience and prior responsibilities are highly desired:
Leadership role for a large, complex customer service organization, building and directing services and processes for delivering an exceptional customer experience with every interaction
Envisioning, executing and monitoring a company's customer experience strategy, organization, tools and processes; analyzing and infusing industry best practices for continuous quality improvement, with discrete, quantifiable measurements of progress; lending vision and leadership to the organization to make the changes necessary to enable a great customer experience
Delivery of an easy and effective, holistic, omni-channel customer experience, including social media platforms as an avenue for engagement and for prompt resolution of customer inquiries and issues; conduct research and experiments to identify more personalized and impactful methods of customer engagement
Utilizing - as a core function - CLM and CRM tools in enhancing customer satisfaction and loyalty as well as for case and relationship management
Defining, planning, and developing - from concept to production - end-to-end customer-centered solutions leveraging a human factors and user-centered design approach; focusing on the customer engagement, making every interaction simple, straight forward and helpful to the end user
Liaising within your organization with marketing/public relations and other stakeholder units and, employing a breadth of analysis tools, to analyze customer feedback and develop programs effective for improved customer experience and satisfaction, building and protecting brand, maintaining public trust and aligning with the organization's mission, vision and strategic priorities
Creating and maintaining a consolidated customer "account" and single cohesive customer view from multiple, disparate data sources
Defining and tracking key performance indicators for customer experience trends; collection, analysis, and interpretation of customer interaction data to identify requirements and information useful in optimizing customer experience
Creating and implementing standard practices for the monitoring and training of customer service staff to ensure consistently high-quality customer experience and compliance with set standards of courtesy and professionalism
Thought leader with significant experience working with C-level executives and other Business Decision Makers (BDMs)
Exceptional, executive-level presence and interpersonal, verbal, written and presentation skills
Ability to generate trust, build alliances, and orchestrate interdisciplinary teams to the benefit of customers
History of forming a trusted adviser relationship with customer executive sponsors and key stakeholders to fully understand customer's business strategy, organization, processes, technical environment and measurements for success
Situational awareness to adapt and solve challenges from a business and technology perspective
Broad understanding of technology, particularly current and emerging digital solutions
Experience managing technology-enabled business change within the public sector, particularly within federal civilian government.
Business aptitude and industry expertise relevant to public sector customers.
Ability to balance strategic thinking with pragmatic operational execution and delivery, including the coordination of relevant resources
Empathy, curiosity, and desire to constantly improve, acquire new skills and drive for results
Consistent record of delivering business value by bringing the benefits of technology to transform business
Ability to conceptualize, launch and plan the delivery of digital-enabled business change projects
Passion for technology, business, market trends and, most of all, the customer
Ability to advocate for Microsoft’s vision and value proposition, and diverse offerings, by conceptualizing, planning and leading implementation/adoption of Microsoft technologies
Recognized innovator with strong storytelling abilities
Track record of inspiring growth mindset for teams and customers, and influencing professional and industry networks
Demonstrated experience with business development and growing and maintaining an opportunity pipeline
Fluent in English language
The DC, Maryland and Virginia areas are preferred but will consider anywhere in the United States for the best applicant.
The successful candidate must be a U.S. Citizen.
Citizenship Verification: This position requires verification of US Citizenship to meet federal government security requirements.
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.
Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.