About the job
About the Role
The Senior Above Market Customer Support Analyst plays a pivotal role within our global client support team at NielsenIQ, delivering exceptional and timely assistance to our most significant clients across diverse markets. This position involves addressing client inquiries through contemporary service platforms, generating precise KPI and insights reports, and facilitating seamless communication between local, regional, and global teams to enhance the overall service experience. Join us for an opportunity to gain visibility, foster career growth, and learn from senior leadership in a fast-paced, data-centric environment.
Responsibilities: What You’ll Do
· Client Support & Query Resolution
o Deliver exemplary day-to-day support for client inquiries via the client service platform, ensuring adherence to SLAs regarding speed, accuracy, and quality.
o Serve as a connector/enabler—triaging, prioritizing, and ensuring follow-through on requests until resolution; escalate appropriately when necessary.
· Reporting, Analysis & Content Creation
o Develop and present high-quality KPI reports, dashboards, and client-ready materials utilizing internal data sources.
o Extract, verify, and format data accurately from internal databases; convert outputs into clear, actionable insights for senior stakeholders.
o Create concise updates and presentations on product enhancements and releases to bolster client engagement.
· Cross-Functional Collaboration
o Collaborate with local, regional, and global teams (e.g., Client Delivery, Consulting/Analytics, Commercial, Operations, Product/Data Science) to complete tasks and ensure timely delivery.
o Contribute to a consistent, above-market service model by sharing best practices and fostering knowledge-sharing across teams.
· Quality, Governance & Continuous Improvement
o Monitor key service metrics (e.g., response time, first-time resolution, quality flags) and contribute to enhancements.
o Identify recurring issues and quality trends; propose process or product improvements to prevent future escalations and enhance the client experience.
o Uphold high standards of governance, documentation, and data quality.

