SAP Customer Experience (CX) Journey Lead

We help the world run better

At SAP, we enable you to bring out your best. Our company culture is focused on collaboration and a shared passion to help the world run better. 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. 

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)

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Bring out your best

SAP innovations help more than four hundred thousand 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 two hundred million users and more than one hundred thousand 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, you can bring out your best.  

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. We ultimately believe in unleashing all talent and creating a better and more equitable world.
SAP is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to the values of Equal Employment Opportunity and provide accessibility accommodations to applicants with physical and/or mental disabilities. If you are interested in applying for employment with SAP and are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to Recruiting Operations Team: Careers@sap.com.
For SAP employees: Only permanent roles are eligible for the SAP Employee Referral Program, according to the eligibility rules set in the SAP Referral Policy. Specific conditions may apply for roles in Vocational Training.

EOE AA M/F/Vet/Disability

Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, age, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability.

Compensation Range Transparency: SAP believes the value of pay transparency contributes towards an honest and supportive culture and is a significant step toward demonstrating SAP’s commitment to pay equity. SAP provides the annualized compensation range inclusive of base salary and variable incentive target for the career level applicable to the posted role. The targeted combined range for this position is 117100 - 243400 (NYC) USD. The actual amount to be offered to the successful candidate will be within that range, dependent upon the key aspects of each case which may include education, skills, experience, scope of the role, location, etc. as determined through the selection process. Any SAP variable incentive includes a targeted dollar amount and any actual payout amount is dependent on company and personal performance. Please reference this link for a summary of SAP benefits and eligibility requirements: SAP North America Benefits.

Requisition ID: 395377 | Work Area:Marketing  | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid

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