Business Architect - Voice of the Customer, Evidence & Value Realization

AI Business Solutions (ABS) is where Microsoft's AI ambition meets real customer outcomes. How quickly the field can learn from those outcomes, prove them to the next customer, and repeat what works determines how fast the business scales. The AI Business Solutions team in Microsoft Customer and Partner Solutions (MCAPS)-Core is hiring a leader accountable for that system: the voice of the customer, competitive intelligence, business value realization at scale, the external reference process, and the customer success stories that turn proven wins into new business.   This capability does not exist in ABS today. Customer insight sits in individual conversations, competitive signal is gathered ad hoc, value realization is proven account by account, and our best customer proof lives in decks and inboxes the field cannot find. This role builds the engine that connects them, and is accountable for making customer evidence discoverable, reusable, and activated across every seller, delivery team, and leader in the business.   The role reports to the ABS CVP and works directly with the ABS CVP and leadership team. Success is measured in field activation and business outcomes: adoption, deployment, usage, consumption, value realization, and revenue growth.   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.

Voice of the Customer for the Field   Build and own the voice of the customer system for ABS, capturing what customers are telling us across engagements, deployments, escalations, councils, and field conversations, and turning it into structured insight leadership and the field can act on.   Establish the listening channels and feedback loops that bring customer reality back into ABS priorities, including recurring rhythms with sellers, delivery teams, and field leaders who sit closest to the customer.   Synthesize customer signal into a clear point of view on what is working, what is blocking adoption, and what customers need next, and drive that view into planning, product feedback, and go-to-market decisions.   Close the loop with the field so teams see how their input changed a decision, a message, or an investment.   Competitive Intelligence   Partner with Sales, Marketing, Product, and Engineering to ensure competitive insight informs positioning, roadmap conversations, and executive messaging    Maintain a current, credible view of why ABS wins and why ABS loses, and make that view visible to leadership on a predictable cadence.   Business Value Realization at Scale   Build the operating model that proves and scales business value realization across the ABS portfolio, moving value measurement from bespoke, account-level effort to a repeatable discipline the field can run.   Codify the patterns behind successful deployments into best practices, playbooks, and reusable guidance, closing a long-standing gap in how the organization captures and shares what works.   Partner with delivery, sales, and finance stakeholders to ensure value claims are defensible, consistently measured, and connected to renewal, expansion, and growth conversations.   External Reference Process   Design, stand up, and own the external customer reference process for ABS, including nomination, qualification, customer approval, legal and privacy review, refresh cycles, and retirement.   Build and maintain a governed reference portfolio spanning industries, segments, geographies, and solution areas, so account teams can find a relevant, approved reference quickly.   Manage reference demand and protect the customer relationship, balancing field requests against customer willingness and