Nielsen Customer Experience

As a part of our Customer Experience Center of Excellence team at Nielsen, you will play a critical role in improving, elevating, and maintaining high levels of customer satisfaction by acting as the connective tissue between Customer Experience, Technology, Sales, and overall Nielsen strategy.  In this role you will be an architect of change. You will use cross-functional influence and change management skills to execute strategic programs that will transform our customers' journey point experiences from old ways of working to modernized, scalable CX solutions.

We are looking for a strategic, high-energy Program Manager to lead our most critical Customer Experience (CX) transformations. As a member of the CX CoE, you will bridge the gap between business strategy, sales, and technical execution. Your first major mission will be overseeing the global migration from email-based support to a unified, transparent client-facing support portal. You are not just managing a timeline; you are redesigning how we interact with our customers.

Responsibilities

• Lead the end-to-end lifecycle of large-scale programs, ensuring they deliver on the promise of increased client satisfaction and operational efficiency.

• Drive the transition from legacy processes to modernized digital interfaces, ensuring global teams are trained and aligned.

• Act as the connector between CX, Product, IT, Sales, Technology, Operations, and external 3rd-party vendors to ensure seamless solution deployment.

• Maintain program roadmaps, manage budgets, mitigate risks, and provide high-visibility status updates to executive leadership.

• Manage 3rd-party technology vendors and consultants, including RFP participation, contract adherence, and holding external partners accountable to high-quality delivery milestones and SLAs.

Working Style: 

• Relentless work ethic and a passion for turning innovative concepts into reality

• Ability to tell a compelling story about the value delivered and the "why" behind the solution.

• Ability to think and react quickly; some communications are high priority with tight deadlines

• Highly collaborative professional who thrives in complex, high-stakes landscapes and possesses the interpersonal art to navigate diverse perspectives and align ambitious stakeholders toward a unified goal

• Ability to navigate ambiguity and evolving dynamics with a structured approach

• Proactive, detail oriented, and independence working style to initiate and drive proactive full project initiatives

• Strong project management skills to manage cross functional teams

• Energetic, passionate, with an appetite to grow

• Strong task orientation and independent problem solving skills

• Excellent communication skills, both written and verbal, with the ability to explain technical concepts to non-technical users. 

• Strong relationship skills capable of developing, maintaining and growing internal and external strategic relationships across partners and functions  

• Minimum 4-5 years of project management work experience in Customer Experience/Success,  Sales, product management, communication 

• Bachelor's degree 

• Proven experience in a large company environment, preferably in a technical or SaaS environment. 

• A deep understanding of the customer journey

• Experience with direct external facing vendor management and client communication

• Proficiency in CRM and ticketing systems, with the ability to adapt to new software quickly. 

• Experience with A/B testing

• Program management certification (PMI or equivalent) 

• Technical acumen with the ability to translate complex, technical topics into simple and transparent messages

• Proficiency in complex data analysis 

• Knowledge of user engagement and retention strategies

• Existing knowledge of Nielsen products and services is a plus, with the ability to learn our in-house tools quickly

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Enabling your best to power a better media future. Our comprehensive benefits package (including health & wellness plans, 401(k) retirement coupled with a Nielsen match, a generous paid time off policy, company provided car for those who qualify, and if eligible, a discretionary incentive/bonus) is designed to be inclusive for all employees and families, and we take pride in ensuring that employees are rewarded holistically for the role they are doing and their performance.

A reasonable estimated salary range for a new employee has been provided. It would be adjusted based on each employee's geographic location. The position of each employee within a compensation range at Nielsen is dependent on several individual circumstances, such as experience, training, certifications and other business requirements/needs.

Nielsen makes hiring decisions without regard to disability status, protected veteran status, or membership in any other protected class.

Please be aware that job-seekers may be at risk of targeting by scammers seeking personal data or money. Nielsen recruiters will only contact you through official job boards, LinkedIn, or email with a nielsen.com domain. Be cautious of any outreach claiming to be from Nielsen via other messaging platforms or personal email addresses. Always verify that email communications come from an @nielsen.com address. If you're unsure about the authenticity of a job offer or communication, please contact Nielsen directly through our official website or verified social media channels.