(Senior) Customer Experience / UX Specialist (f/m/d)

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!

What you`ll do:

As a (Senior) Customer Experience Specialist (f/m/d), you support the processing, follow up, and reporting of feedback provided by SAP cloud customers, following strict methods, procedures, and tools, as well as supporting the stakeholders within SAP Enterprise Cloud Services in achieving a higher quality of service and an improved customer satisfaction by focusing on the right priorities.
 
Following activities will be part of your role as a Customer Experience Specialist:

• Measure and optimise customer service request templates to E2E improve ease of use (usability) of our services in close collaboration with service owners.
• Conduct usability testing to validate interaction of customers with web based service templates
• Collecting, downloading, and formatting customer satisfaction data from various tools on a regular basis 
• Analyzing data, identifying top trends and patterns, and presenting in different media on a periodic basis, weekly/monthly, to management
• Follow up in the processing and reporting of such data in coordination with ECS teams and stakeholders
• Use the defined tools (QUALTRICS, ECS reporting, JIRA,  MS Office, etc.) to document, process, and complete the assigned tasks
• Identification and formulation of data collection and processing optimizations/automations      for reducing manual efforts
• Collaborate and Support customer service improvements as outcome of customer feedback, with the ECS Customer Service Catalog Management team

What you bring:

• 4+ Professional experience in software project implementation or support, with focus on improving customer satisfaction
• Proficiency in processing, analyzing, structuring, and modeling large quantities of data and producing actionable information
• Proficiency use of toolset like MS Office, JIRA, Wiki, etc. Qualtrics knowledge is a plus
• Project management skills
• Strong analytical and problem-solving skills
• Willingness and experience working in international teams
• Ideally familiar with trending technologies and tools
• Fluent English in spoken and written language, German beneficial
   

Meet your team:

SAP Enterprise Cloud Services (ECS) is SAP’s private cloud managed services provider demonstrating accelerated growth & enabling customers start their journey with cloud. 
We are searching for motivated, skilled, and value-oriented business analysts taking over responsibility as Customer Experience Specialists with focus on delivering high added value satisfaction data and information for decision making in the support of improving service quality to our customers via customer services, and to strengthen our ECS Delivery Productization team.
 

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.

Requisition ID: 391973  | Work Area: Information Technology  | Expected Travel: 0 - 10%  | Career Status: Professional  | Employment Type: Regular Full Time   | Additional Locations: #LI-Hybrid