The Xbox Care Experiences Team is responsible for the customer care and education experience across all Microsoft gaming products. We cover the Xbox Assist experience on Xbox One, Xbox mobile apps, PC apps, the support website, and tools customer support advocates rely on to help customers. All of this is powered by our large Azure Services backend, and data and telemetry solutions. We want to make the support experience predictive, intuitive, timely and personalized for customers. Our ultimate goal is to improve the customer experience and reduce customerpainso gamers spend less time fixing issues and more time having fun!
Two years ago, we embarked on a journey to drastically transform our support model from console-centric to Gaming as a Service. To succeed it is imperative we build modern self-help solutions that help customers solve problems. This requires that we build scalable services and solutions that deliver personalized support to gamers in a systematic and consistent way across all customer touchpoints, and that we pave the way to predictive and proactive support through continued investment in Machine Learning solutions.
5+ years of experience in analytical roles
Bachelor's degree in Mathematics, Statistics, Business, Operations Research, or equivalent quantitative fields
Proficient in SQL, Microsoft PowerBI/Tableau or equivalent visualization tools, Excel
Aptitude for analysisof customer support insights to business questions and KPIs (key performance indicators)
Strong communication and presentation skills, including experience presenting complex data and intelligence in a concise and easy to understand fashion
Ability to manage large, complex projects
Strong organizational skills and attention to detail
Good interpersonal skills and communication with all levels of management
A strong sense of visual design, and understanding of people interact with data, and a desire for creative visualization work
The ability to conceptualize, design and develop data visualization solutions that synthesize complex data concepts into clear communication
A passion for building elegant and interactive data visualizations of complex information and an intellectual curiosity for data and how it can be used to drive insights
Extreme flexibility and capacity to manage multiple tasks and priorities on very tight deadlines
The capacity and desire to quickly learn new tools and methods of displaying data
The ability to balance attention to detail with prioritizing work to meet deadlines
Knowledge in statistic concepts, machine learning, experimentation, etc. (correlation, variance, t-tests, etc.)
Experience with R/Python
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.
Data is an important part of our team's decision-making process and analysts are a critical component to evangelize the data driven decisions we make in all our team operations.
We are looking for a Senior BI Analyst to join our team to help us manage large and various amounts of data to find patterns and insights to help us answer business questions and better understand the correct ways to measure impact to helping customers solve their issues and get help when the need it.
Analyze large amounts of data to find patterns and insights that will help answer business questions and help understand if we are helping customers in their support/help experiences.
The individual will need to be highly analytical with a knack for analysis as it pertains to the supported customer experiences for gaming (console, PC, mobile, etc.)
A critical thinker with problem solving skills and the ability to connect the dots to relay the story to management using data analytics. With a passion for building backend procedures and front-end reporting tools, he/she will be the go-to person for the business to provide meaningful information.
Examples of such projects include but are not limited to:
Reporting and analysis of customer and business impact
Performance measurement for major campaigns, offers and initiatives; KPI tracking (e.g., .
Major Duties & Responsibilities:
Manage and lead all data requests (BI analytics, machine learning, customer support services and other various analytics requests) and asks to centralize process and track between many partner teams
Translate business and feature goals into metrics that can be monitored over time, including defining new metrics where needed and evangelizing their importance, that will help monitor the business goals in a data driven manner
Work with team and partner Customer Support Services team to understand business requirements and transform raw data into actionable and meaningful insights
Analyze large amounts of information to discover trends and patterns. Visualize these trends and patterns in PowerBI dashboards and communicate the actions proposed.
Embrace the complexity and nuances of data structures that support department's data needs
Create analytical solutions to projects assigned to the team
Be a key contributor and Care eXperiences Team representative to Xbox data