SAP Customer Experience (CX) Journey Lead

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)

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.