Principal Customer Journey Experience Design Strategist

We help the world run better

Our company culture is focused on helping our employees enable innovation by building breakthroughs together. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and future-focused work. We offer a highly collaborative, caring team environment with a strong focus on learning and development, recognition for your individual contributions, and a variety of benefit options for you to choose from. Apply now!

 

 

What you'll do

 

Inside of Digital Experiences, the Experience Design and Development team design and engineer premium web user experiences across SAP’s digital marketing ecosystem of websites, in support of our solutions and audiences along the end-to-end digital journey continuum through research, UX, interactive design and innovation in support of SAP’s cloud transformation journey. The team is also responsible for SAP’s corporate digital design system used by digital teams spanning marketing, sales, service and support. While sitting inside of the Digital Experiences team, this particular role will focus beyond digital experiences and will support the Customer Journey Planning team within Corporate Marketing.

 

This role will support the entire customer lifecycle, both online and offline activities.

 

Mindset:

• You thrive creating order out of chaos. We must know how to sift through information and opinions to derive concepts that have impact.
• Your approach to decision-making is outcome-oriented. We don’t just derive solutions because someone asks for them, we prioritize and engineer solutions that improve the customer experience and are based on levers that we know will be a catalyst in SAP’s cloud transformation journey.
• You execute. The experience design team has a hands-on culture.
• You are inclusive and rally others around our cause. We are a matrixed organization inside of a matrixed company. We cannot get things done by ourselves and value wide and open feedback.

 

Expectations and Tasks:

• Participate in customer journey innovation process
• Facilitate design thinking sessions for identified high value “problem areas” in customer journeys
• Frames and reframes business challenges to focus design efforts with advanced expertise of customer-centered design frameworks, principles, methods and technologies
• Convert and communicate proposed changes to the customer journey based on the output of the customer journey mapping, design thinking sessions, and research findings with design artifacts like user flows, storyboards, wireframes, prototypes, and concepts
• Lead cross functional working teams including digital experiences, marketing, sales, product, technology among others to define experiments and concepts for offline and online experiences
• Drive validation of experiments and concepts through things like usability testing, experiments/pilots or A/B/Multivariate testing
• Actively work with the customer journey managers to maintain a prioritized backlog of (1) design thinking sessions and (2) needed concepts
• Work in a diverse and global team

 

What you bring

 

Required:

• 10+ years of experience in the User Experience Design field, with progressive growth in responsibilities represented in a digital portfolio
• 5+ years of experience in facilitating design-thinking workshops at a large multi-national company with executive audiences
• 3+ years of experience building concepts that tell the story needed to communicate and sell proposed changes to major processes and experiences
• 3+ years working with customer journey managers to transform customer journeys, either in-house or as a consultant

 

Desired:

• MBA or Masters in Information Design, User Experience or related field
• Agency or consulting experience in Experience Design or Experience Design Strategy
• Experience working on cloud transformation projects
• Experience with user testing and focus groups

 

Meet the team

 

The Digital Experiences team mission is to multiply the brand relationship and product value for SAP by creating connected, personalized digital experiences across the entire customer lifecycle. Our team sits at the intersection of user advocacy and business advocacy to find harmony in outcome.

 

As digital natives, we operate with an agile, fail-fast, fix-fast mentality enabling us to test, iterate and optimize for highest performance. We are equal parts designers, marketers, and technologists which allows us to solve for complex experience problems.

 

 

We build breakthroughs together

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