(Senior) Customer Experience

vor 6 Monaten

Sankt LeonRot, Deutschland SAP Vollzeit

**We help the world run better**

**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**

**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.

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

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