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SAP SAP Customer Experience CX Journey Lead 
United States, New York, New York 
837057351

24.06.2024

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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Manhattan
New York City