AI Experience Transformation Lead

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 Skilling & Knowledge Experience Team develops Training and Content, aimed at increasing the Skills in our Microsoft Employees, Delivery Partners, and Advocates globally through a multitude of learning experiences.

AI Experience Transformation Lead will lead AI Skilling Initiatives across Customer Services and Support, bringing together the strategic priorities, end user feedback, and market trends to develop meaningful AI Skilling programs/content to enhance our Support Engineers AI Skills and way of working.

This role is flexible in that you can work up to 50% 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.

Required/minimum qualifications

• Master's Degree or equivalent AND/OR 3+ years experience in Learning and Development, relevant technical roles, business development, quota management, human resources (HR), customer success, collection management, research/restoration evaluation, industry, or program/project management OR Vocational qualification or higher education degree (e.g., Bachelor's Degree) AND/OR 5+ years experience in Learning and Development, relevant technical roles, business development, field or sales, HR, customer success, collection management, research/restoration evaluation, industry, or program/project management OR equivalent experience.
• 3+ years in a customer support organization
• 2+ years of AI fluency and experience creating AI agents
  
  

Additional or preferred qualifications

• Master's Degree or equivalent AND 6+ years experience in learning and development, relevant technical roles, business development, field or sales, human resources (HR), customer success, collection management, research/restoration evaluation, industry, or program/project management OR Vocational qualification or higher education degree (e.g., Bachelor's) AND 8+ years experience in learning and development, relevant technical roles, business development, field or sales, HR, customer success, collection management, research/restoration evaluation, industry, or program/project management OR equivalent experience.
• Microsoft Fundamentals, Coaching (e.g., International Coaching Federation), Project and/or Program Management Professional, archival, or a similar certificate.
• Demonstrates commitment to career development and continuous or consistent learning through formal and informal efforts (e.g., change management, design thinking, management training, online courses).
• Experience designing and executing large-scale AI campaigns
• Deep knowledge of, and passion for Microsoft products, and understanding of product release cycles
• Experience building new partnerships across levels and teams at Microsoft to enable a more connected approach across the company.
• The ability to influence for impact is extremely important and we are looking for a proactive driver with a collaborative, outcome-driven reputation
• Experience leading teams and driving multiple complex initiatives spanning different business and disciplines with a laser sharp customer-focus, delivering impact at scale
• Poise and composure dealing with senior field and corporate leaders, combined with excellent written and verbal communication skills that are persuasive will be key to success
• A business and/or technical degree is strongly preferred
• Creative problem solver with the ability to align various stakeholders on common goal for customers and business impact.High energy individual with startup mentality to provide recommendations and orchestrate and execute plans and programs.
• Strong, confident executive communication (written and oral)

Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here: https://careers.microsoft.com/us/en/us-corporate-pay    

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.

Strategic Planning & Partnership

• Partner with CSS AI Readiness to define long-term strategy, priorities, and success measures for AI skilling.
• Translate vision into actionable strategies, roadmaps, and outcomes that guide execution at scale.

Cross-Functional Alignment & Enablement

• Drive Cross-SBU alignment, reducing duplication and clarifying ownership of potentially duplicative trainings/initiatives.
• Build trusted, mutually beneficial partnerships with SBUs by operating as a strategic enablement partner—co-creating AI skilling campaigns, initiatives and plans that meet local needs while reinforcing enterprise priorities.

Communication & Storytelling

• Own the storytelling and narrative for AI skilling, ensuring clarity of vision and consistent messaging for executives, employees, and partners.

Operational Excellence

• Establish operating rhythms and frameworks that enable disciplined execution and effective decision-making.

Industry Trends & Team Development

• Train and update our team on the AI Skilling Trends in the industry, and where we might want to pivot to be on the forefront of our AI Skilling Experiences. Developing the skills needed in the team for this change.

Leadership & Initiative Management

• Anticipate leadership needs, manage priorities, and ensure clarity and focus across AI initiatives.

Risk Management & Opportunity Identification

• Identify emerging opportunities and risks in AI adoption, and influence proactive strategies to accelerate readiness and mitigate challenges.

Program Design & Impact

• Design or identify and package high-value AI skilling initiatives into enterprise-ready programs that deliver measurable impact and scale.

Other 

• Embody our culture and values.