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!
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 researcher 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 end-to-end journeys and direction motion for our customers, prospects and partners.
What you’ll do:
- Regularly evaluate end-to-end journey performance and identify respective research needs to bridge information gaps and drive business impact
- Leverage qualitative and quantitative concept testing methods on future state solutions for technology tools across CRM, CDP, digital, web, and marketing technology stack to enable the customer experience vision
- Apply emerging research methods to gain insights over cross-channel experiences and identify the most appropriate channel to the right interaction to support the best customer experience for core audiences.
- Maintain customer journey research inclusive of voice of customer, KPIs, and insights
- Partner with functions to prioritize research needs and requirements based on business impact to deliver meaningful customer experiences
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
- Expertise across research design to delivery and analysis methodologies
- Proven experience recognizing approach to situation for meaningful insights
- Expertise in customer journey analytics including Voice of Customer, NPS, CSAT, CES, among others
- 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 working in an agile environment
- Experience working with and understanding data both qualitative and quantitative
- Experience leading cross functional projects
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
- Excellent program manager with proven ability to motivate teams
- Effective thought leadership skills, with impeccable business judgment
- Excellent written and verbal communication skills
- Experience working with SAP standard processes and systems (e.g. CRM, Adobe Suite, ISP
Location Requirements: Must be located within 40 miles from US SAP Office location and willing to work hybrid.
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. 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.
Requisition ID: 385065 | Work Area: Marketing | Expected Travel: 0 - 10% | Career Status: Management | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid