CX Consultant, Project Lead and Knowledge Specialist (m/f)

Náplň práce, právomoci a zodpovednosti:
SAP BASIS team is part of the Henkels’ Value Chain Platform which consists of state-of-the-art-technologies and offers best-in-class services to support efficient business operations. The teams’ focus is on delivery technical solutions, supporting project and business from SAP Basis perspectives. Team is as well responsible for operation and maintenance of SAP Transport management and Solution manager including managed systems.
As SAP Basis Consultant, you will help operate, improve, and modernize Henkel’s global SAP landscape. You will collaborate with international teams, contribute solid technical know how, and support major technical initiatives.

*Lead customer experience initiatives to improve customer satisfaction, loyalty, and business outcomes.
*Analyze customer feedback, journey maps, and performance metrics to identify improvement opportunities.
*Collaborate with business stakeholders, IT teams, and leadership to define and implement customer-centric solutions.
*Manage end-to-end projects, including planning, execution, risk management, stakeholder communication, and delivery.
*Drive process optimization and continuous improvement initiatives across customer-facing functions.
*Establish and maintain knowledge management frameworks, standards, and governance.
*Create, organize, and maintain knowledge bases, best practices, process documentation, and training materials.
*Facilitate knowledge sharing and adoption across teams and business units.
*Monitor project performance and provide regular status updates to leadership and key stakeholders.
*Ensure solutions align with organizational goals, compliance requirements, and industry best practices.
*Take end-to-end ownership of the coordination, oversight, and successful delivery of planned projects, tasks, and initiatives, ensuring effective collaboration and execution across internal teams and external partners.
*Maintenance of technical and operational documentation (Knowledge base for L1 support team, GIS numbers, Email accounts, Chat entry-points, Agent team queues and members, list of Authorized Issue Reporters and Change Requesters)
*Comprehensive ownership of the project and operational knowledge documentation.
*Coordination, Review, Creation, Maintenance, Presentation, Clarification of project documentation

Zamestnanecké výhody, benefity:
*Flexible work scheme with flexible hours, hybrid work model and up to 30 days per year for remote work abroad
*Diverse national and international growth opportunities
*Globally applicable well-being standards, including health and preventive care programs
*Gender-neutral parental leave for a minimum of 8 weeks
*Employee Share Plan with voluntary investment and Henkel matching shares
*13th salary, incentives
*Cafeteria benefit system, Multisport card
*Henkel shop and Henkel nursery school
*Extra paid days off for special life situations, referral and relocation bonus

Požiadavky na zamestnanca:
*Advanced skills in MS Excel, MS Word, MS Outlook, MS Teams, MS Power BI, Azure Cloud Web Apps, and MS DevOps
*Experience creating, maintaining, and analyzing reports/queries, preferably related to contact center performance
*Advanced understanding of Data Networking, IP Telephony, Contact Center operations, Web Server Infrastructure, and Service Operations principles
*Knowledge of Project Delivery Lifecycle and Project Methodologies
*Experience in IT project leadership, coordination, and/or supervision
*Proven project management experience in cross-functional environments
*Strong knowledge of Customer Experience (CX) principles, customer journey mapping, and service design
*Expertise in knowledge management methodologies, tools, and content governance
*Experience with change management and organizational transformation initiatives
*Ability to translate business requirements into practical and scalable solutions
*Proficiency with collaboration, documentation, and knowledge-sharing platforms (e.g., SharePoint, Microsoft 365, Confluence)
*University degree in an IT-related field is welcome but not mandatory
*Active verbal and written communication skills in English language
*Strong customer service mentality
*Positive and constructive attitude
*Direct and radically honest in all communication and feedback
*Good analytical thinking and problem-solving skills with a data-driven mindset
*Excellent attention to detail and organizational skills
*Strong stakeholder management, facilitation, presentation, and workshop leadership skills
*Persistence in seeking expected outcomes and managing multiple priorities
*Comfortable navigating complexity and driving continuous improvement
*Self-motivated, knowledge hungry, and focused on innovation, efficiency, and customer value