Customer Loyalty Program Lead

We help the world run better

At SAP, we keep it simple: you bring your best to us, and we'll bring out the best in you. We're builders touching over 20 industries and 80% of global commerce, and we need your unique talents to help shape what's next. The work is challenging – but it matters. You'll find a place where you can be yourself, prioritize your wellbeing, and truly belong.

What's in it for you? Constant learning, skill growth, great benefits, and a team that wants you to grow and succeed.

As an Expert Researcher working in SAP’s Corporate Strategy Group/CMI, you have a three‑part job.

Working side by side with Corporate Strategy and Survey Operations to support and improve our global Customer Loyalty Survey (CLS) programs by leveraging a suite of tools (SAP, Qualtrics, Python, Data Bricks, etc.) and best practices to collect, analyze and present research findings across the business to drive action.

Organizing end‑to‑end execution of each survey wave including activating key business contacts and overseeing contact nomination, survey updates, translations, distributions, workflows, ticketing, dashboards, user access, and reporting.

Using CLS program insights to support inner loop (CMI and account teams) and outer loop (across the SAP business with our Accelerator initiative) actions and strategies.

• Drive impactful insights: collaborate with researchers and business leaders to collect, analyze, and translate customer feedback into actionable strategies that elevate SAP’s CSAT score and deliver measurable improvements for our customers.
• Orchestrate seamless execution: ensure every survey wave is executed flawlessly, with clear communication of timelines, risks, and blockers. Proactively remove obstacles, ensuring deliverables are met with precision and on schedule.
• Champion engagement: inspire and mobilize stakeholders across the business, communicating critical actions and providing hands‑on support to resolve technical or process challenges.

• Analyze and Illuminate: dive deep into the Customer Loyalty data pipeline using advanced analytical tools to optimize data collection efficiency and maximize the value of the data collected. Craft compelling narratives and visualizations that uncover customer successes and pain points, activate internal customer‑centric learning, and inspire executive decision‑making to support them.
• Lead Cross‑Functional
  
  Collaboration:
  
  manage complex projects through weekly stand‑ups and meticulous task tracking to coordinate a diverse, global team and ensure every dependency is managed and every deliverable is achieved.
• Enable and Empower: work across the core team to develop and maintain CLS processes, systems (Qualtrics, SAP BW, Data Bricks), and documentation (Workzone, Wiki, JIRA). Collaborate with internal colleagues to lead enablement sessions for large audiences (>100) and ensure stakeholders have the knowledge and resources to act. Measure and report on engagement of both customers and employees in the program, continuously optimizing for greater impact.

• Highly organized, with exceptional communication skills and a knack for simplifying complexity.
• Experienced in extracting and integrating data into Qualtrics and other platforms.
• Comfortable presenting to large audiences and collaborating across cultures and time zones.
• Proficient in Python, Data Bricks, and JIRA, with a proven track record of driving high‑quality, timely results.
• Motivated by understanding and improving customer, partner, and employee experiences.
• A natural collaborator who enjoys working with people and leading by example.

• Master’s or PhD in Economics, Mathematics/Statistics, Marketing, or Social Science.
• 7+ years of relevant work experience running other large‑scale Customer Loyalty Programs.
• Expertise in Qualtrics, Excel, Python, Spark, SQL, Data Bricks, SPSS, and Rand PowerPoint for data analysis and reporting.
• Strong quantitative and analytical skills, including descriptive statistics and KPI development.
• Demonstrated ability to tell stories…