AI Experience Transformation Lead
 Microsoft | |
 United States, Washington, Redmond | |
 Oct 04, 2025 | |
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OverviewWith 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.
ResponsibilitiesStrategic Planning & PartnershipPartner 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 & EnablementDrive 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 & StorytellingOwn the storytelling and narrative for AI skilling, ensuring clarity of vision and consistent messaging for executives, employees, and partners.Operational ExcellenceEstablish operating rhythms and frameworks that enable disciplined execution and effective decision-making. Industry Trends & Team DevelopmentTrain 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 ManagementAnticipate leadership needs, manage priorities, and ensure clarity and focus across AI initiatives.Risk Management & Opportunity IdentificationIdentify emerging opportunities and risks in AI adoption, and influence proactive strategies to accelerate readiness and mitigate challenges.Program Design & ImpactDesign 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. | |