Job Description

Practice Leader – Consumer Insights (Global Head of Practice - Customer Experience Product Strategy)

Remote – (Must be US Based)

Reference ID: REF12468P

About this job

The purpose of the role is to develop the Customer Experience Product Strategy globally for NielsenIQ Consumer Insights (CI) and position us as the leader, particularly in TTAF Vertical (Telecom, Technology, Auto and Finance) complementing our other three practices, Brand, Consumer, and Shopper.

The Customer Experience Practice is expected to grow significantly in the upcoming few years and the focus for the role will be to:

1. Develop further NielsenIQ Experiences; a consultative engagement framework combining best practice expertise on the brand promise, journey mapping redesign, measurement that ultimately helps companies optimize experiences for positive business impact and,
2. Design and launch new and differentiated products, in partnership with existing and new 3d party partners.

Given our geographical strength, the products and solutions need to scale globally.

Responsibilities

• Strategic thinking and foresight: Develop strategic understanding of industry trends, competition and opportunities of NielsenIQ in the space of Customer Experience and enrich the vision for NielsenIQ CI in the product development cycle
• Evolve the product strategy having a clear positioning of current products as well as new products for TTAF (Telecom, Technology, Auto and Finance) first, followed by Public and Extended Verticals
• Work in close collaboration with the Technology and Product Leadership teams to create relevant requirements for future developments. Ability to deliver internal client solutions that address key business questions and create impact within the organization
• Interact with major clients to better understand their needs and create a vision on what are our philosophy and positioning is, what we can do or should not do
• Work with Product Marketing and Sales Enablement on the Commercialization approach of our solutions (incl. brand architecture positioning and persona-based credentials and positioning)
• Create a community of Customer Experience Experts across the globe and ensure Commercial teams are trained to handle client requirements when it comes to CX
• Create Thought Leadership content on different topics, lead external webinars and presentations (key conferences on changing dynamics and key emerging trends), including some T2T client engagements.
• Maintain & update Customer Experience Resources 
• Provide consultancy on key very large client pitches

Peer Engagement

• Build collaborative relationships across functions, businesses & geographies relentlessly pursuing the productization of CI agenda while maintaining client-centric mindset
• Influence key commercial leaders, gaining buy-in and leading through change with new solutions
• Be the voice of the business in technology discussions
• Remove structural barriers and silos to simplify work processes

A little bit about you

The ideal candidate possesses a balance of general business knowledge, the ability to work with a diverse product portfolio, and has analytical acumen. Deep knowledge of Customer Experience Research with ability to adopt a creative approach, generates new ideas that are not constrained by precedent or conventional approaches. Persuasive with excellent verbal, writing and presentation skills. Self-starter and inquisitive. Passionate product development enthusiast.

Thrives in collaborative team-oriented environments.

Qualifications

• 15+ years of relevant experience. Preference given to candidates with experience in the Customer Experience Space (ideally at a Client and/or for a Market Research Company)
• CX Certifications Required
• Be able to work flexible hours to accommodate a Global clock (Manager base in US)
• Europe & Asia - Travel will be required (post Covid-19 pandemic; - approx. 15-20% of time)
• Cross country/functional leadership and influence. Multi-country and international experience preferred
• Strategic & Commercial Thinking: Ability to understand the bigger picture beyond the facts and figures and make business decisions to improve profitability / financial acumen
• Transformation through change with a passion for product / technology. Ability to build consensus with others through understanding their perspective and focusing on shared goals
• Commercial/ Client Centric mindset with good understanding of client needs per persona type and how to elevate insights and drive client outcomes.
• Ability to lead Webinars and T2T level engagement on CX 
• Experience working in a global, culturally diverse, digitally enabled environment
• Decision Making: Ability to evaluate the viability and effectiveness of various options to identify the best solution
• Strong Project management skills and operational excellence i.e., ability to follow through unplanned but urgent assignments without compromising work standards

About NielsenIQ

We’re in tune with what the world is buying. If you can think of it, we’re measuring it. We sift through the small stuff and piece together big pictures to provide a comprehensive understanding of what’s happening now and what’s coming next for our clients. Today’s data is tomorrow’s marketplace revelation.

We like to be in the middle of the action. That’s why you can find us at work in over 90 countries. From global industry leaders to small businesses, consumer goods manufacturers to retailers, we work with them all. We’re bringing in data 24/7 and the possibilities are endless.

Become part of NielsenIQ at: www.niq.com.

Additional Information

All your information will be kept confidential according to EEO guidelines.

About NielsenIQ 

NielsenIQ is a global measurement and data analytics company that provides the most complete and trusted view available of consumers and markets worldwide. We provide consumer packaged goods manufacturers/fast-moving consumer goods and retailers with accurate, actionable information and insights and a complete picture of the complex and changing marketplace that companies need to innovate and grow. Our approach marries proprietary NielsenIQ data with other data sources to help clients around the world understand what’s happening now, what’s happening next, and how to best act on this knowledge. We like to be in the middle of the action. That’s why you can find us at work in over 90 countries, covering more than 90% of the world’s population. For more information, visit www.niq.com.

NielsenIQ is committed to hiring and retaining a diverse workforce. We are proud to be an Equal Opportunity/Affirmative Action-Employer, making decisions without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability status, age, marital status, protected veteran status or any other protected class.