Process Improvement Professional II

Company Description

At Nielsen, we are passionate about our work to power a better media future for all people by providing powerful insights that drive client decisions and deliver extraordinary results. Our talented, global workforce is dedicated to capturing audience engagement with content - wherever and whenever it’s consumed. Together, we are proudly rooted in our deep legacy as we stand at the forefront of the media revolution. When you join Nielsen, you will join a dynamic team committed to excellence, perseverance, and the ambition to make an impact together. We champion you, because when you succeed, we do too. We enable your best to power our future.

Job Description

JOB SUMMARY

The Customer Experience Specialist, Salesforce Data Operations is responsible for administration, maintenance and oversight regarding CRM data and how it connects and empowers the pre- and post-sales functions.  This individual will consistently analyze and improve Nielsen’s CRM data related to Customer Experience and Operations. The primary goal of this role is to create stability and enable functionality across large and vital datasets powering the service of Nielsen clients. You will serve as a liaison and reporting specialist between our core platforms, including Salesforce Service Cloud and Zendesk. This is a foundational opportunity to build upon our operational integrity and strategy. The role focuses on individual contribution, designed to support our Customer Experience Center of Excellence.
 

RESPONSIBILITIES

• Define and measure success: Edit, track, and report on key data fields that pertain to Nielsen customers and their continued success.

• Drive continuous improvement: Utilize reporting analysis, customer feedback, and SaaS data to identify gaps and areas of concern, ensuring that the Nielsen internal CRM experience gets better all the time.

• Enable effective operations: Co-develop and implement standard operating procedures (SOPs) around data governance and hygiene within Nielsen CRMs.

• Orchestrate cross-departmental communications: Design, build, and maintain  reports, as well as cadenced workflows associated with Salesforce, Zendesk and other tools to foster internal understanding of reliable data.

• Partner to activate awareness: Collaborate closely with pre- and post-sales teams  to ensure that all data fields are optimized for discovery, reportability and usability.

• Champion a future of excellence: Manage the long-term goals associated with the Customer Experience Center of Excellence.

Qualifications

The ideal candidate for this job will have:

• Deep expertise with both Salesforce Service Cloud and Zendesk Suite is required.

• Proven experience with CRM reporting, data hygiene, and administrative tasks.

• Demonstrated ability to work across large sets of data with the ability to edit fields for accuracy, communicate with clarity, and meet deadlines.

• 2-3 years of progressive experience in operations, administration, technology support, customer experience and/or CRM-specific roles.

• Strong project management skills with a focus on reporting, validating, and cleaning data.

• Strong data analysis skills.

• Experience with Google Suite preferred.

• An external customer-first mindset with a passion for serving internal stakeholders.

• Bachelor's degree in Management Information Systems, Business Administration, or a related field.

• Prior experience in a globally focused environment required; must have flexibility to cross-coordinate with a US-East team and occasionally accommodate meetings with global team members across different time zones.

Additional Information

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.