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User Research Lead

3 months ago

Palo Alto, California, United States SAP Full time

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.

What you'll do:

In this role you'll join a diverse group of user researchers on a mission to help SAP users become efficient at work. We are primarily located in Palo Alto, California and Walldorf, Germany. Our backgrounds span several areas such as cognitive science, human factors, design and business. Our insights impact many lines of business across SAP and millions of users across the globe.

We are looking for a lead user researcher to specialize in onboarding and continued learning experiences across SAP. You will lead user research for all aspects of user engagement. You'll collaborate closely with cross-functional teams to provide the user insights that power intuitive and user-centric onboarding experiences that set a high standard for user engagement and satisfaction. You'll collaborate closely with product managers, designers, and engineers to integrate research findings throughout the product lifecycle. Additionally, you will play a pivotal role in fostering a research-driven culture across the organization, ensuring every important decision is backed by a deep understanding of our users.

What you bring:

You have substantial experience in user research, with comprehensive expertise in both qualitative and quantitative methodologies (with a preference for quantitative). You have a proven ability to translate data into clear, actionable insights that drive product strategy and design. Strong communication and presentation skills are essential, as you'll need to convey research findings to a variety of stakeholders, including design leadership and executives. A passion for user-centered design and a commitment to staying current with industry trends and best practices will be critical in ensuring the success of our products and the satisfaction of our users.

Expectations and tasks

  • Develop working relationships with product and design teams to gain an understanding of the product portfolio and existing end-to-end experience
  • Lead proactive research efforts to uncover issues in the current customer experience, as well as to identify opportunities for innovation and differentiation
  • Work with researchers and data analysts to shape insights into a narrative to explain where problems and opportunities in the experience are, and what collaborations across the business are needed to act
  • Collaborate with product and design leaders, as well as leaders across the business (e.g. professional services and customer support) to create strategies to improve the end-to-end customer experience
  • Help business leaders use measurement frameworks to develop success metrics to ensure experience improvements deliver value to SAP customers
  • Work with stakeholders to monitor success metrics and help design and product leaders continuously improve the experience

About you

  • Advanced degree in a relevant HCI field
  • 8-10 years of experience in user research across product development lifecycle stages
  • Proficient in a wide variety of user research methods and able to mix and apply methods to answer research questions
  • Excellent communications skills; fluency in English is required
  • Strong data synthesis/analysis and data storytelling skills
  • Strong project management skills
  • Experience with B2B software a plus
  • Experience with WalkMe a plus

About the Team

Our team transforms user engagement from the first interaction onward, creating intuitive onboarding and continuous learning experiences that empower users. We are a dynamic group of researchers, designers and content strategists who thrive on collaboration and creativity to make a significant impact on millions of users worldwide, ensuring they have the best possible experience with our products. We value fresh perspectives and bold ideas, encouraging everyone to contribute their unique strengths. If you're passionate about user experience and eager to innovate, join us in shaping the future of user onboarding and learning to the next level at SAP.

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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:

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.

Compensation Range Transparency: SAP believes the value of pay transparency contributes towards an honest and supportive culture and is a significant step toward demonstrating SAP's commitment to pay equity. SAP provides the annualized compensation range inclusive of base salary and variable incentive target for the career level applicable to the posted role. The targeted combined range for this position is USD. The actual amount to be offered to the successful candidate will be within that range, dependent upon the key aspects of each case which may include education, skills, experience, scope of the role, location, etc. as determined through the selection process. Any SAP variable incentive includes a targeted dollar amount and any actual payout amount is dependent on company and personal performance. Please reference this link for a summary of SAP benefits and eligibility requirements: SAP North America Benefits.

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

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