SAP Corporate Marketing – Head of Research

at Knewin
Published February 4, 2024
Location Newtown Square, PA
Category Default  
Job Type Full-time  


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!

ABOUT SAP Digital Experiences

As part of SAP Corporate Marketing, the Digital Experiences team creates world-class online experiences by inspiring, educating, and supporting customers throughout their journey to drive engagement, leads, trials, and online orders to support SAP’s growth as a cloud company. The team is responsible for customer journey planning, user experience, web management, optimization, and mission critical functions across both global and regional marketing-owned web properties ( and The team is looking for an experienced research leader to support the vision and direction for SAP’s customer experience across solution areas with a focus on the digital and go-to-market ecosystem. This position will work closely with business stakeholders to help inform and optimize customer journeys and direction motion for our customers.

What you’ll do:

• Partner closely with stakeholders to define research needs, translate business challenges into research objectives and design, and identify insights to drive actions

• Lead research to uncover compelling experiences as applied to customer journeys and .key “moments of truth”

• Develop market intelligence by combining external market research, to bring outside-in insights with internal data to assess performance or behavior that shape customer journeys and persona’s

• Identify customer behaviors and segment definitions to drive more impactful demand generation campaigns, eCommerce strategies and product marketing activities

• Implement and manage a disciplined approach for gathering customer insights and identifying best practices

• Develop a disciplined approach for measuring and monitoring key KPIs and user activities that brings this insight back into end-to-end customer journeys

• Coach and develop a team to employ proven research methodologies to gain insights across prospective and existing end-user audiences and journeys

What you bring:

• 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

• Ability to understand complex digital and service ecosystem and identify opportunities to build future state vision

• Proficiency in research methodologies to define persona’s, validate concepts and monitor in-market performance of end-to-end customer journeys

• Expertise in customer journey analytics including Voice of Customer, NPS, CSAT, CES, among others

• Excellent stakeholder management – support customer experience / digital experience needs across multiple functions and solution areas

• Existing knowledge of cloud applications, cloud platforms, and cloud customer experiences.

Education & Experience:

Minimum qualifications:

• 8+ years of experience in customer insights and research role, with progressive growth in responsibilities

• Degree in business or equivalent experience

• Experience leading focus groups, user research, survey design & administration among other customer research methods

• Experience working with and understanding data both qualitative and quantitative

• Experience translating analysis into working insights to drive business outcomes

• Experience leading cross functional projects and developing talent

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

• Excellent program manager with proven ability to motivate teams

• Effective thought leadership skills, with impeccable business judgment • Excellent written and verbal communication skills

• Experience working in an agile environment

• Experience working with SAP standard processes and systems (e.g. CRM, Adobe Suite, ISP).

Location Preference:This position can be based anywhere in the US.

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: [Click Here to Email Your Resumé].
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.

Requisition ID: 385062 | Work Area: Marketing | Expected Travel: 0 - 30% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: Virtual - USA#LI-Hybrid