End User Services Process Improvement Lead

This role can be done remotely within Poland. Occasional visits to the Warsaw office will be required. 

Nielsen’s End User Services team is expanding its Process Improvement capability to enhance enterprise tool experiences. We are looking for a leader to drive cross-functional transformation initiatives to analyze current-state processes and platform performance to implement scalable solutions that improve employee interactions with technology and internal services.

This role requires specialized depth and breadth of expertise in process improvement, transformation delivery, and employee-facing experiences. This Process Improvement Lead interprets internal and external business issues, recommends best practices, solves complex problems, and takes a broad perspective to identify innovative solutions that improve products, processes, and services.

Success in this role is measured by streamlined processes, stronger cross-functional collaboration, improved employee experience, effective change adoption, and measurable impact on customer, operational, project, and service objectives.

Responsibilities

• Develop and execute transformation strategies to simplify and optimize enterprise platform performance and stakeholder interactions.

• Design efficient, employee-centric solutions by evaluating workflow redesigns and enabling technologies.

• Serve as a bridge between business and technical teams, communicating feasibility, risks, and timelines to improve decision-making.

• Own the vision, roadmap, and continuous improvement of an internally developed AI chatbot to transform how we support internal End User queries.

• Design efficient, employee-centric solutions by evaluating workflow redesigns, enabling technologies, and opportunities to apply AI effectively.

• Lead end-to-end implementation of cross-functional initiatives, from discovery and requirements to risk management and adoption.