Microsoft UK head: We've grown up

What are the top-of-mind issues for you in your new job?
We need to deal with some strategic imperatives to do with the customer experience. We have 3.8 million customers. How do you have a relationship model that scales? You can't employ half of Scotland to do telephone support so we are looking at Web-based support, telephone support. We are looking at segmentation, as there's no point in sending customers something that is not relevant to them. We are also looking at a new partner programme.

Microsoft in the UK is primarily about sales and marketing: what impact can you have on the product development teams back in the US?
We do original work at the Cambridge Research Facility, which has some very smart people, but that reports into Redmond. We're very keen on this idea of having a closed loop back from the field to the product groups. On several issues, such as child safety, and dealing with spam, we've been very active. We also have a lot of expertise in small and medium-sized businesses. Microsoft has done a lot of work around our small business strategy; it's unique compared to any one else in the IT industry, because of our own heritage.
Microsoft UK does consistently well in terms of employee satisfaction. How do you do that?
It's partly about recruiting. We really believe in employing great people with great drive and motivation, so we look very carefully at how we interview and hire. Then we look at creating an environment, where our best people can do their best work, there are very strong cultural aspects. It comes down to a strong philosophy around empowerment. You expect people to do a great job in terms of delivery, but they can take risks, they can solve problems. We will sit in a room where you have very frank and open discussions and it's not your job title that's important, it's the contribution you're making.

We can do a lot around employee benefits and we have a very relaxed culture, people don't have to wear a suit everyday, we have informal meeting areas, an independently run crèche, flexible working hours. We offer permanent employees broadband and wireless at home, and we're wireless through the Reading campus.

What's the one thing you regret Microsoft having done over the last eight years since you've been with the company?
The Department of Justice trial was the thing that hurt most. When we look back, we learned a lot of lessons from the DoJ trial.