Senior Customer Experience Analyst

1 week ago


Petaling Jaya, Selangor, Malaysia NielsenIQ Full time

About NielsenIQ

We are the world's leading consumer intelligence company, delivering the most complete understanding of consumer buying behavior and revealing new pathways to growth.

As a Senior Customer Experience Analyst at NielsenIQ, you will play a key role in driving loyalty and empowerment among our customers by offering outstanding customer-centric servicing and support.

Responsibilities:

  • Support teams in managing complex customer queries, build hypotheses and bring prompt resolutions with data-driven insights.
  • Collaborate with Consulting, Analytics & Insights team, Operations, and Data Science to ensure all work is connected to client business issues.
  • Create an environment that encourages solution-minded thinking and leverages best practices.
  • Enhance servicing efficiencies through planning and execution of client engagement models to attain high client satisfaction scores.
  • Measure emerging issues and quality trends, flag out areas for improvement regularly.

Requirements:

  • 3+ years of experience in market research preferably at NIQ, with good exposure to Retail Measurement processes.
  • Ability to understand customer requirements and identify opportunities for Product/process improvements.
  • Strong analytical skills to answer client business questions using available data and information.
  • Good communication and visualization skills.
  • Business English knowledge, both verbal and written.
  • Open to change, integrity, and client-centric mindset.


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