SAP SAP Customer Experience CX Journey Lead 

United States, New York, New York 

837057351

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 win with inclusion

Manhattan
New York City