We’re looking for a talented SAP CX Operations Analyst to become a key part of our growing SAP CX team at Harrods. In this role, you’ll be at the heart of our customer-focused technology landscape — providing first and second line support, triaging and resolving issues, and diving into troubleshooting and investigations. More complex challenges will be escalated to our third line specialists, but you’ll be the first to spot, analyse, and guide solutions.
About the Role
As an SAP CX Operations Analyst, you’ll support both production and nonproduction application environments across the SVC estate. Your analytical mindset will help you uncover potential issues across the full customer loyalty and customer relationship lifecycle, identifying opportunities to enhance our systems and customer experience.
You’ll collaborate closely with teams across the Harrods business — from Digital Technology and IT, to Rewards & Loyalty, Customer Services Digital Ops, and our trusted thirdparty partners. Together, you’ll support day-to-day operations while contributing to the delivery of new features, improvements, and strategic projects.
About You
You bring hands-on experience with SAP CX solutions, ideally including:
* SAP Customer Data Cloud
* SAP Customer Data Platform
* SAP Sales & Service Cloud (Cloud for Customer)
* SAP Marketing Cloud / Emarsys Customer Engagement
A current SAP CX certification would be a strong advantage.
You’re someone who can confidently prioritise workload, manage risks, and maintain high-quality documentation. Your communication skills allow you to influence stakeholders effectively, and you thrive in environments where collaboration and clarity matter.
You’ll also bring:
* Strong analytical skills and the ability to work with large datasets
* Experience with databases and writing queries
* Familiarity with agile methodologies (Scrum, Kanban) and backlog management tools such as Azure DevOps or Jira
* SQL knowledge (beneficial but not essential), with the ability to interpret and write basic to intermediate queries
#J-18808-Ljbffr