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Own the Digital Support Strategy:
- Define and execute the product vision for the customer-facing self-service portal.
- Transition it from a non-existent state to the primary channel for customer engagement and resolution.
- Architect the Support Technology Stack:
- Act as the lead architect for the global support toolset (Salesforce, Zendesk, Telephony, Qualtrics).
- Own the roadmap, vendor relationships, and long-term scalability of the platform.
Drive Financial & Operational ROI:
- Utilize analytics to identify high-cost friction points.
- Implement deflection strategies that reduce cost-per-contact while simultaneously increasing Customer Satisfaction (CSAT).
Nielsen
Nielsen is a global leader in audience measurement, data, and analytics, shaping the future of media. Measuring behavior across all channels and platforms to discover what audiences love, they empower their clients with trusted intelligence that fuels action.