Customer Support Analyst - Operational Excellence Analyst

NielsenIQ; Pune District; Hybrid; INR 600,000 - 1,100,000; Full time

Benefits offered by this job

Flexible working environment

Volunteer time off

LinkedIn Learning

Employee Assistance Program

Job summary

A leading consumer insights company is looking for a Customer Support Analyst to ensure smooth execution of projects. In this mid-senior level role, you'll manage operational oversight, reporting, and customer liaison activities while collaborating with service teams to meet quality standards. The ideal candidate will have over 4 years of experience in customer support or project coordination, possess strong organizational skills, and be proficient in Microsoft Excel and PowerPoint. Enjoy a hybrid work arrangement with opportunities for professional development.

Qualifications

• 4+ years of experience in customer support or project coordination roles.
• Strong organizational and multitasking skills with attention to detail.
• Excellent written and verbal communication skills in English.
• Proficiency in Excel and PowerPoint is essential.
• Familiarity with project management tools is a plus.
• Analytical mindset with aptitude for data, operational processes, and problem-solving.
• Knowledge of retail KPIs, consumer behavior, and CPG industry is a plus.
• Working knowledge of AI tools for query resolution, automation, and productivity improvements.

Responsibilities

• Track timelines and monitor deliverables for smooth execution.
• Prepare reports and manage documentation.
• Support customer queries and deliverables.
• Partner with service teams to ensure compliance.
• Provide administrative assistance and team support.
• Project Coordination – Align with senior stakeholders to drive project closure, events, and strategic initiatives.
• Data & Resource Management – Coordinate inputs, schedules, and maintain repositories and shared resources.
• Event Facilitation – Organize webinars, briefings, and industry events to strengthen team and client engagement.
• Issue Escalation – Troubleshoot operational challenges and elevate when necessary to safeguard team performance.
• Cross-Team Collaboration – Act as a bridge between customer-facing and internal teams, ensuring coordination and cultural sensitivity.

Skills

Organizational skills

Multitasking

Communication skills

Analytical mindset

Data management

Problem-solving

Team coordination

Tools

Microsoft Excel

Microsoft PowerPoint

Asana

Trello

MS Project

Job description

Customer Support Analyst - Operational Excellence Analyst

The Operational Excellence Analyst ensures the smooth execution of projects and the delivery of high-quality results while fostering effective stakeholder collaboration. This role balances internal coordination, project management, and global stakeholder engagement, driving efficiency and satisfaction in a fast-paced, data-driven environment.

Key responsibilities

• Operational Oversight – Track timelines, monitor deliverables, and maintain documentation for smooth execution.
• Reporting & Documentation – Prepare reports, presentations, and manage version control for accuracy and clarity.
• Customer Liaison – Support customer queries and deliverables while ensuring alignment with agreed ways of working.
• KPI & Delivery Support – Partner with service teams to ensure compliance with delivery, accuracy, and quality standards.
• Team Support – Provide daily administrative assistance, including calendars, meetings, travel, and operational tasks.
• Project Coordination – Align with senior stakeholders to drive project closure, events, and strategic initiatives.
• Data & Resource Management – Coordinate inputs, schedules, and maintain repositories and shared resources.
• Event Facilitation – Organize webinars, briefings, and industry events to strengthen team and client engagement.
• Issue Escalation – Troubleshoot operational challenges and elevate when necessary to safeguard team performance.
• Cross-Team Collaboration – Act as a bridge between customer-facing and internal teams, ensuring coordination and cultural sensitivity.

A little bit about you

You are a highly organized and collaborative professional who thrives in supporting teams and driving operational excellence. With a strong focus on coordination, you ensure calendars, meetings, projects, and deliverables run seamlessly, while maintaining clear documentation and reporting standards. You excel at bridging customer-facing and internal teams, fostering smooth communication and cultural alignment. Your proactive approach to troubleshooting, data management, and event facilitation makes you a reliable partner in achieving strategic goals. Above all, you bring professionalism, adaptability, and a team-first mindset that strengthens collaboration and empowers collective success.

Qualifications

• 4+ years of experience in customer support, team coordination, or project coordination roles.
• Strong organizational and multitasking skills with attention to detail.
• Excellent written and verbal communication skills in English.
• Proficiency in Microsoft Excel (pivot tables, vlookup, conditional functions, chart building) and PowerPoint.
• Familiarity with project management tools (Asana, Trello, MS Project) or CRM systems is a plus.
• Analytical mindset with aptitude for data, operational processes, and problem-solving.
• Knowledge of retail KPIs, consumer behavior, and CPG industry is a plus.
• Working knowledge of AI tools for query resolution, automation, and productivity improvements.

Why Join Us

• Be part of a leading team shaping the future of consumer insights.
• Opportunity for professional development and industry exposure.
• Work in a collaborative, intellectually stimulating and multicultural environment with global exposure.
• Hybrid work arrangements and a supportive team culture.

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.

Want to keep up with our latest updates?

Follow us on: LinkedIn | Instagram | Twitter | Facebook.

Our commitment to Diversity, Equity, and Inclusion

At NIQ, we are steadfast in our commitment to fostering an inclusive workplace that mirrors the rich diversity of the communities and markets we serve. We believe that embracing a wide range of perspectives drives innovation and excellence. All employment decisions at NIQ are made without regard to race, color, religion, sex (including pregnancy, sexual orientation or gender identity), national origin, age, disability, genetic information, marital status, veteran status, or any other characteristic protected by applicable laws. We invite individuals who share our dedication to inclusivity and equity to join us in making a meaningful impact. To learn more about our ongoing efforts in diversity and inclusion, please visit https://nielseniq.com/global/en/news-center/diversity-inclusion.

Seniority level: Mid-Senior level

Employment type: Full-time

Job function: General Business

Industries: Market Research