Global Customer Experience Product Lead

NielsenIQ; London; Hybrid; GBP 80,000 - 120,000; Full time

Job summary

A leading consumer intelligence company is seeking a Director for the CB&I Product Team to enhance their Customer Experience solutions. This role involves product development, strategic collaboration, and ensuring competitive market positioning. Candidates should have extensive experience in product management and a strong understanding of market research methodologies.

Benefits

Flexible working environment

Volunteer time off

LinkedIn Learning

Employee-Assistance-Program (EAP)

Qualifications

• 10+ years in product management or marketing, preferably in market research.
• Experience managing complex projects with multiple stakeholders.

Responsibilities

• Lead development of a new global Customer Experience solution.
• Collaborate with various teams to define and execute product strategies.

Skills

Analytical Skills

Collaboration

Project Management

Entrepreneurial Mindset

Education

Bachelor's degree in business

Tools

Data Analysis Tools

Job description

Job Description

About the Role

NIQ is seeking a Director for the CB&I Product Team to drive the development and integration of our new Customer Experience solution. This role will help build on current NIQ CX capabilities by creating a standardized & globally scalable solution to drive revenue growth, high margins & consistently strong delivery for our clients in this practice.

You will lead the development & deployment of a new global NIQ solution, leveraging the best of NIQ thought leadership & assets, while bringing new ideas & capabilities to the practice which enable NIQ to differentiate from our competitors.

Key Accountabilities – Core Responsibilities

Product Expertise & Support

• Serve as a subject matter expert across NIQ’s CX offerings. Provide deep expertise in CX offerings, supporting the global practice area leaders’ visible market presence and cross-cluster best practices.
• Provide guidance on how clients can leverage NIQ’s solutions to evaluate & optimize their customer experience.
• Monitor industry trends and evolving measurement needs to guide the evolution of NIQ CX solutions.

Product Strategy & Development

• Collaborate with Commercial, Customer Success & Product practice area leadership to define and execute a strategic roadmap for a cohesive CX product suite, developing & launching new products, features & enhancements.
• Partner with Operations, Tech/Engineering, Marketing Science, & Partnership teams to develop & enhance CX product & platform capabilities, including integration of NIQ data, technology, & AI capabilities where appropriate.
• Define success metrics that reflect the value of CX measurement for clients & what the best of NIQ can be.
• Proactively identify new products and cutting-edge capabilities to drive sustainable growth
• Assess & evaluate vendor partner platform capabilities
• Gather and synthesize feedback from global and regional Commercial & Customer Success teams to inform backlog prioritization.

Sales & Commercial Enablement

• Collaborate closely with Global Commercial Strategy lead to ensure product strategies are aligned with business goals and client needs
• Design globally scalable solutions to fit varying market needs and data availability.
• Support Commercial business cases & successful go-to-market strategies by creating clear, compelling messaging around the value & ROI of CX solutions.
• Work with Product Marketing & Commercial teams to develop client-ready materials and insights to position NIQ as a leader in this space.

Competitive Intelligence & Market Positioning

• Ensure NIQ’s solutions remain differentiated, future-proof, and competitive.

Partnership & Ecosystem Development

• Identify data and platform partnerships (internal & external) that can enhance the richness and actionability of NIQ’s CX solutions.
• Work cross-functionally with external and internal teams to integrate new data and improve solution delivery.

Cross-Functional Collaboration & Operational Excellence

• Coordinate with Customer Success, Operations, and Product Marketing teams to ensure consistent execution and communication of product value.
• Work with Customer Success CX Champions & Regional leads to help train & support local teams on best practice execution & delivery.
• Help streamline internal processes and solution delivery across the global CX practice.

Key Accountabilities – Core KPIs

• Sustainable Revenue Growth: Measure CX solution success by its profitable contribution to overall revenue and the growth of the CX practice.
• Client Satisfaction: Track client feedback, solution adoption rates, and overall satisfaction scores to ensure products are sticky and delivering value.
• Market Competitiveness: Monitor how well CX solutions perform against competitors, including tracking market share and competitive positioning.
• Product Efficiency & Scalability: Support product operations to deliver consistent, high-quality execution & outputs at scale.
• Backlog Management: Ensure that CX product development backlogs are well-maintained, aligned with priorities, and 100% transparent to all stakeholders.
• Cross-Functional Efficiency: Ensure effective collaboration and communication across internal teams (Commercial, CS, Marketing, Tech, Data Science) to deliver solutions on time and within budget.

Qualifications

You have…

• 10+ years of experience in product management, marketing, or related field, preferably in the market research industry.
• Experience developing and launching global solutions ideally in a matrixed organization.
• Good understanding of market research methodologies and techniques, with a focus on Customer Experience.
• Experience managing complex projects with multiple stakeholders.
• Ability to influence and collaborate effectively with cross-functional teams.
• Recognised analytical skills and experience with data analysis tools.
• Proven product management skills from ideation to successful commercialisation.
• Attention to detail and ability to manage multiple priorities in a fast-paced environment.
• Entrepreneurial mindset with hands-on approach.
• Bachelor's degree in business, marketing, or a related field preferred but not essential.

Additional Information

#LI-Hybrid

Our Benefits

• Flexible working environment
• Volunteer time off
• LinkedIn Learning
• Employee-Assistance-Program (EAP)

About NIQ

NIQ is the world’s leading consumer intelligence company, delivering the most complete understanding of consumer buying behavior and revealing new pathways to growth. In 2023, NIQ combined with GfK, bringing together the two industry leaders with unparalleled global reach. With a holistic retail read and the most comprehensive consumer insights—delivered with advanced analytics through state-of-the-art platforms—NIQ delivers the Full View. NIQ is an Advent International portfolio company with operations in 100+ markets, covering more than 90% of the world’s population.

For more information, visit NIQ.com

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Our commitment to Diversity, Equity, and Inclusion

NIQ is committed to reflecting the diversity of the clients, communities, and markets we measure within our own workforce. We exist to count everyone and are on a mission to systematically embed inclusion and diversity into all aspects of our workforce, measurement, and products. We enthusiastically invite candidates who share that mission to join us. 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. Our global non-discrimination policy covers these protected classes in every market in which we do business worldwide. Learn more about how we are driving diversity and inclusion in everything we do by visiting the NIQ News Center:https://nielseniq.com/global/en/news-center/diversity-inclusion