Erin Hansman
CX & Experience Management Leader | Building Scalable, Insight-Driven Programs that Transform Customer & Learner Experiences
- Role
- Senior Researcher and Flagship Program Lead at SAP
- Location
- Bellevue, WA, US
- LinkedIn followers
- 500 followers
About Erin Hansman
I’m a Customer Experience (CX) and Experience Management (XM) leader focused on building scalable, evidence-based programs that transform how organizations understand and act on customer insight. With more than two decades of experience across enterprise technology, education, and startups, I specialize in connecting research, data, and design thinking to drive measurable impact. At SAP, I’ve led flagship initiatives that unify customer and learner feedback into actionable intelligence — including the Learning Experience Assessment Framework (LEAF), a system capturing data points and empowering hundreds of developers and product owners to improve experience outcomes in real time.My leadership philosophy centers on evidence-based empathy: using quantitative and qualitative research to reveal what customers value most, and translating that into strategy, culture, and change. I’ve designed and scaled Voice of the Customer (VoC) and Voice of Learning programs, automated insight delivery, and reduced operational complexity while advancing customer-centered transformation.As a Certified Customer Experience Professional (CCXP) and PhD in Organization and Management, I bring analytical depth, strategic foresight, and a human-centered mindset to every challenge — ensuring customer experience isn’t just measured, but meaningfully improved.Focus Areas: CX & XM Strategy | Voice of Customer (VoC)| Experience Research | Journey Mapping | Organizational Transformation | Program Design | Change Leadership | Data Strategy | Customer Advocacy
Experience
Senior Researcher and Flagship Program Lead
Apr 2024 — Present · Bellevue, WA, US
Evolved SAP’s Voice of Learning program, integrating direct, indirect, and behavioral feedback channels into a unified XM system embedded directly into the product design and content QA processes for solution learning at SAP- Developed end-to-end journey maps (experience maps) capturing the learner experience across platforms and key organizational areas to provide product management and design teams with key pain points for various learner segments.
Education
Capella University
PhD, Organization and Management, Leadership Emphasis
2003 — 2007
Culver-Stockton College
BFA, Studio Art
1994 — 1998
University of St. Francis
MSM, Management
1999 — 2002
Skills
- Access
- Project Planning
- Leadership Development
- Organizational Communication
- Strategic Planning
- Institutional Research
- Spss
- Program Management
- Customer Service
- Teaching
- Time Management
- Team Building
- Management
- Sql
- Non-Profits
- E-Learning
- Analytics
- Public Relations
- Microsoft Excel
- Powerpoint
- Higher Education
- Training
- Microsoft Office
- Infomaker
- Research
- Microsoft Sql Server
- Fundraising
- Data Analysis
- Microsoft Access
- Editing
- Event Planning
- Tableau
- Classroom Management
- Research Design
- Qualtrics
- Public Speaking
- Wordpress
- Microsoft Word
- Analysis
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