SAP Customer Experience Sr. Manager

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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!

 

ABOUT SAP Digital Experiences

 

As part of SAP Corporate Marketing, the Digital Experiences team creates world-class online experiences by inspiring, educating, and supporting customers throughout their journey to drive engagement, leads, trials, and online orders to support SAP’s growth as a cloud company. The team is responsible for customer journey planning, user experience, web management, optimization, and mission critical functions across both global and regional marketing-owned web properties (sap.com and store.sap.com.)

 

The team is looking for an experienced digital marketing leader to support the vision and direction for SAP’s customer experience across solution areas with a focus on the digital and go-to-market ecosystem. This position will work closely with business stakeholders to help inform and optimize the digital journey and direction motion for our customers.

 

What you’ll do:

 

• Lead cross functional workshops across board areas including M&S, CS, PE, T&I organizations to develop customer journeys and services maps
• Leverage human-centered design principals to create compelling experiences as applied to customer journeys and for key “moments of truth”
• Define future state solutions for technology tools across CRM, CDP, digital, web, and marketing technology stack to enable the customer experience vision
• Focus on cross-channel orchestration experiences that align the most appropriate channel to the right interaction to support the best customer experience for core audiences.
• Maintain customer journey documentation inclusive of voice of customer, KPIs, and insights
• Partner with functions to prioritize needs and technical requirements based on business impact to deliver meaningful customer experiences
• Regularly measure success of implementation through analysis and tracking of ambition, accomplishments, and business impact.

What you bring:

• Ability to understand complex digital and service ecosystem and identify opportunities to build future state vision
• Ability to identify and evaluate unmet user needs across prioritized set of customer journeys, and then translate them into a prioritized set of functional requirements, based on a structured and data-driven framework
• Proficiency in design thinking and service design methodologies
• Expertise in customer journey analytics including Voice of Customer, NPS, CSAT, CES, among others
• Digital native with experience in digital go-to-market ecosystems
• Excellent stakeholder management – support customer experience / digital experience needs across multiple functions and solution areas.
• Deep knowledge of cloud applications, cloud platforms, and cloud customer experiences.

 

Education & Experience:

 

Minimum qualifications:

• 8+ years of experience in a digital role, with progressive growth in responsibilities 
• Degree in business or equivalent experience 
• Experience driving customer journey workshops with design frameworks and methodology
• Experience working with and understanding data both qualitative and quantitative
• Experience leading cross functional projects with proven ability to motivate teams
• Excellent program management and strong communication skills 

 

Preferred qualifications:

• 5+ years of experience in consulting, software, Internet, and/or media industries, and/or early-stage companies
• Experience presenting to executives and communicating with highly technical management teams
• Effective thought leadership skills, with impeccable business judgment
• Excellent written and verbal communication skills including executive presentation delivery
• Experience working in an agile environment
• Experience working with SAP standard processes and systems (e.g. CRM, Adobe Suite, ISP)

 

 

 

We build breakthroughs together

SAP innovations help more than 400,000 customers worldwide work together more efficiently and use business insight more effectively. Originally known for leadership in enterprise resource planning (ERP) software, SAP has evolved to become a market