SAP Customer Experience (CX) Analyst

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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!

 

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 marketing analyst 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:

• Responsible for identifying ways to improve and influence the customer journey by capturing, analyzing, and sharing customer data

• Partner with customer journey managers to identify and align voice of customer, KPIs, and insights across data sets to inform customer journeys and persona’s

• Partner across board areas including M&S, CS, PE, T&I organizations to identify relevant analytics to inform customer journey reporting

• Track and maintain customer experience metrics such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES)

• Apply predictive analytics to forecast customer behavior and provide recommendations to improve customer engagement and retention

• Regularly measure success of implementation through analysis and tracking customer journeys key "moments of truth”

• Develop and maintain comprehensive reports and executive summaries to communicate insights and recommendations based on analysis in context of business need to various stakeholders

 

What you bring:

 

• Ability to identify and evaluate unmet user needs across prioritized set of customer journeys, based on a structured and data-driven framework

• Expertise in customer journey analytics including Voice of Customer, NPS, CSAT, CES, among others

• Proficiency in developing dashboards across data sources and maintaining high level of reporting accuracy

• 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:

• 5+ years of experience in analyst roles, with progressive growth in responsibilities

• Degree in business or equivalent experience

• Experience working with and understanding data both qualitative and quantitative

• Experience with data mining across platforms and merging to form insights

• Experience translating analysis into working insights to drive business outcomes

 

 

 

 

 

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 leader in end-to-end business application software and related services for database, analytics, intelligent technologies, and experience management. As a cloud company with 200 million users and more than 100,000 employees worldwide, we are purpose-driven and future-focused, with a highly collaborative team ethic and commitment to personal development. Whether connecting global industries, people, or platforms, we help ensure every challenge gets the solution it deserves. At SAP, we build breakthroughs, together.

We win with inclusion

SAP’s culture of inclusion, focus on health and well-being, and flexible working models help ensure that everyone – regardless of background – feels included and can run at their best. At SAP, we believe we are made stronger by the unique capabilities and qualities that each person brings to our company, and we invest in our employees to inspire confidence and help everyone realize their full potential. W