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 Microsoft Federal organization was established to address the unique mission, legal/regulatory requirements, and procurement rules and processes of the United States Government (USG). Microsoft Federal is committed to ensuring its resources – including appropriately qualified, experienced, and certified personnel (with necessary security clearances or otherwise) are available as needed to meet USG evolving needs. To that end, Microsoft embraces, as a mission-critical philosophy, flexibility in the recruiting, hiring, and workforce assignment of Microsoft Federal personnel. Microsoft Federal personnel can expect to serve in various roles in the Microsoft Federal organization during the course of their career to meet evolving USG needs, regardless of segment – Civilian, Defense, or Intelligence community.
We are seeking a highly skilled User Experience (UX) Expert who is passionate about creating intuitive, human-centered digital experiences. In this role, you will lead the design and evolution of user journeys, ensuring that every interaction is seamless, accessible, and aligned with user needs and business goals. You will work closely with cross functional partners — including product, engineering, and customer facing teams — to deliver solutions that are both impactful and delightful.
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
In this role, you will:
- Drive positive Customer Satisfaction and become a trusted advisor to customers and partners, by leveraging Microsoft Business Applications implementation expertise to enable defined Customer Success Plan outcomes and you will actively listen and respectfully challenge to drive the best outcomes.
- Provide feedback and insights from customers/partners back to the relevant MS teams including Product Groups, to enable continuous improvement.
- Drive consumption and business results by providing expertise/guidance to technical and business decision makers to ensure they understand Microsoft's Business Applications value proposition and effectively drive usage and generate value from Microsoft technology investments via implementation advisory, performance efficiency and organizational/operational excellence.
- Identify resolutions to issues blocking go-live or broad usage of projects by leveraging technical/functional/project management & business value subject matter expertise, delivering all work according to MS best practices & policies and using repeatable Intellectual Property (IP).
- Identify growth opportunities as you leverage your knowledge of the products, services and value propositions of Microsoft Business Applications in customer/partner conversations to identify growth opportunities based on knowledge of customer/partner needs.
- Ensure continuous alignment and improvement of individual skills to better support and enable customers’ and Microsoft’s business goals.
- Accelerate customer outcomes by engaging in relevant communities to share expertise, contributing to IP creation, prioritizing IP re-use and learning from others to help accelerate your customers transformation journey.
- Lead client workshops to demonstrate product capabilities, foster client relationships and engage with client stakeholders to gather requirements, develop plans, and drive solution success.
- Analyze requirements and aid in designing technical solutions to meet business goals, objectives, and functional/non-functional requirements in alignment with architectural standards.
- Work with other team members and leaders to proactively identify and mitigate risks and issues, contribute best practices, and incorporate lessons learned and IP with focus on continuous improvement.
- Lead change management and user adoption strategies for Microsoft Cloud solutions across multiple federal and enterprise customers.
- Conduct organizational impact assessments to identify readiness gaps, deployment risks, and key success factors.
- Develop and deliver adoption plans, communication strategies, training programs, and reinforcement mechanisms that drive measurable behavioral change.
- Collaborate with engineering teams, program managers, and customer leadership to align adoption activities with deployment timelines and business outcomes.
- Build cloud focused enablement materials, governance artifacts, and role based readiness content tailored to mission and operational needs.
- Analyze usage and engagement data to provide insights and recommendations that accelerate value realization.
- Communicate effectively with diverse audiences, simplifying technical concepts and driving executive level alignment on change strategy.
Qualifications
Required/Minimum Qualifications
Bachelor's Degree in Computer Science, Information Technology, Engineering, Business, Liberal Arts, or related field
4+ years experience in cloud/infrastructure technologies, information technology (IT) consulting/support, systems administration, network operations, software development/support, technology solutions, practice development, architecture, and/or consulting OR equivalent experience.
**Other Requirements **
Security Clearance Requirements:
Candidates must be able to meet Microsoft, customer and/or government security screening requirements are required for this role. These requirements include, but are not limited to the following specialized security screenings:
The successful candidate must have an active **U.S. Government TOP SECRET Security Clearance. **Ability to meet Microsoft, customer and/or government security screening requirements are required for this role. Failure to maintain or obtain the appropriate clearance and/or customer screening requirements may result in employment action up to and including termination.
**Clearance Verification: **This position requires successful verification of the stated security clearance to meet federal government customer requirements. You will be asked to provide clearance verification information prior to an offer of employment.
**Microsoft Cloud Background Check: **This position will be required to pass the Microsoft Cloud background check upon hire/transfer and every two years thereafter. **Citizenship & Citizenship Verification: **This position requires verification of U.S. citizenship due to citizenship-based legal restrictions. Specifically, this position supports United States federal, state, and/or local United States government agency customer and is subject to certain citizenship-based restrictions where required or permitted by applicable law. To meet this legal requirement, citizenship will be verified via a valid passport, or other approved documents, or verified US government Clearance
Additional or Preferred qualifications
- 3+ years Proven experience in UX design, UX research, interaction design, or human‑centered design.
- Strong portfolio demonstrating end‑to‑end UX work across research, ideation, design, and validation.
- Proficiency in modern design and prototyping tools (e.g., Figma, Adobe, Sketch, Axure, or similar).
- Strong understanding of interaction design, information architecture, and visual design principles.
- Ability to conduct and analyze user research such as interviews, surveys, journey mapping, and usability testing.
- Experience creating wireframes, prototypes, user flows, and high‑fidelity designs.
- Knowledge of accessibility standards (e.g., WCAG) and inclusive design best practices.
- Demonstrated ability to guide customers through complex cloud transformation journeys with empathy, professionalism, and strong expectation management.
- Skilled at navigating ambiguity, adapting quickly to shifting priorities, and managing multiple customer workstreams simultaneously.
- Strong understanding of Microsoft Cloud technologies and their impact on business processes, culture, and mission outcomes (preferred).
- Confident in high stakes environments, communicating clearly under pressure, and gaining the trust of both technical teams and senior leadership.
Cloud Solution Architecture IC4 - The typical base pay range for this role across the U.S. is USD $106,400 - $203,600 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 $137,600 - $222,600 per year.
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
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.**