Product Expert AI Business Value - F/M

 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.

SAP’s customer support embraces Artificial Intelligence (AI) innovation to drive successful support business transformation. Support as a repetitive, high volume, natural language intense process makes an ideal candidate for use of automation with generative AI. Data-driven AI services for tailored recommendations enable preventative and predictive support use-cases. Your role responsible for evaluating business value generated by AI is a key stakeholder in value-driven AI portfolio decisions. You’ll be enjoying an enthralling, AI-centric working environment, first-hand learning opportunities and high executive visibility. Using a factory-like, closed-loop approach, customer support is the role model for embedding business AI in its business processes, enhancing customer experience and improving efficiency. The team developing AI in customer support has all the ingredients needed for developing value-adding AI services at their fingertips: a comprehensive services and support data set, AI service ideation and productization environments, continuous integration of AI services in business processes, and evaluation of business value and usage. You will play a key role in evaluating how the AI invest transforms in practice into tangible business benefits for SAP and its customers, e.g. as increased self-service rates for customer issues or reduced time to resolution. You’ll drive business value capturing and evaluation for AI services in customer support. You’ll be responsible for capturing the business benefits of productive AI services via the AI Business Value Dashboard.

What you'll do:

As Product Expert AI Business Value working in Product Management, Customer Experience & Solutions (CXS) within SAP’s board area Customer Services & Delivery (CS&D), your responsibilities will be to:

• Conduct comprehensive business value assessments of AI Services, including the evaluation of their impact on KPIs and ROI.

• Establish measurement methods and data points to capture value creation.

• Collaborate with AI development teams in Support to define and refine AI service value propositions

• Onboard new live AI services in the AI Value Dashboard

• Initiate (with the DevOps team) the automatic data ingestion of value data points, measuring the actual value realization per AI service

• in close collaboration with the Chief Product Owner, manage the dashboard’s continuous improvement based on feedback from internal stakeholders

• Align the individual / aggregated AI service value contributions with Customer Support Strategic Initiatives and operating / organizational KPIs

What you bring:

• Understanding of business processes in customer support and how to enable them with AI. Detailed knowledge of one or multiple AI-enabled customer support scenarios in particular is of advantage.

• Deep understanding of how business value is generated in internal SAP processes (cost avoidance, uptake in solution adoption by customers, etc.)

• Expert-level knowledge of value measurement methodologies, incl. A/B testing, etc.

• Experience with scientific methods, case studies and empirical approaches in particular are of advantage.

• Experience with data science / data engineering, dashboarding / analytics

• Knowledge of process mining (e.g. Signavio) is of advantage

• Expertise in managing complex projects involving multiple stakeholders

• Understanding of the “big picture” and diligent attention to detail at the same time are required, given the exposure to the senior executive team in customer support

• You feel comfortable and self-confident working in a matrix organization and leading without authority. You are inclusive and drive decisions in cross-product teams. (Internal) customer focus and empathy are part of your value set, you listen closely and are able to translate requirements into tangible functions. You possess superior communication and presentation skills and have written and spoken proficiency in German and English.

Meet your team:

SAP Customer Experience & Solutions (CXS) an engineering unit within SAP’s board area Customer Services & Delivery (CS&D). Our expertise is centered on developing Application Lifecycle Management (ALM) solutions for cloud and hybrid environments, as well as innovative AI use cases.

We are actively engaged in fostering innovation, providing exceptional customer support, enhancing customer experiences, and advancing engineering practices. Our team maintains a close-knit collaboration with external customers, community members, partners, and internal colleagues from various departments, such as development, on a global scale. Moreover, we place a strong emphasis on our operational approach, adhering to agile methodologies, cultivating a cloud-first mindset, embracing diverse team structures, implementing design thinking principles, and investing in the continuous education and development of our teams

#SAPCSI_CXScareers

​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.
Successful candidates might be required to undergo a background verification with an external vendor.

Requisition ID: 398308  | Work Area: Solution and Product Management  | Expected Travel: 0 - 10%  | Career Status: Professional  | Employment Type: Regular Full Time   | Additional Locations: #LI-Hybrid.