End User Services Process Improvement Lead

The Nielsen Company

11d • Hybrid

About The Position

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.

Requirements

• Extensive years (around 10+ as a guide) experience in program management, process improvement, transformation delivery, product ownership, or workplace technology.
• Proven ability to solve complex problems and lead large-scale, cross-functional transformation initiatives from planning through adoption.
• Strong communication and influencing skills, with the ability to translate complex concepts, address resistance, and drive new ways of working.
• Experience owning a product roadmap and working in Agile environments, ideally as a Product Owner for employee-facing platforms, services, or AI-enabled solutions.
• Experience in change management, user training, and leading adoption across dynamic, global organizations.
• Deep working knowledge of enterprise tools such as ServiceNow, Atlassian, SAP, or comparable ERP platforms
• Bachelor’s degree or equivalent experience required; advanced degree or specialization.

Nice To Haves

• Lean Six Sigma, design thinking, or similar continuous improvement methods are strongly preferred.

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.

Benefits

• Ability to work remotely within Poland
• Well-located office at Burakowska 14 - next to Arkadia Westfield Centre (newly designed office, bicycle parking facilities, 7th floor terrace with view over Warsaw)
• Additional days off for well-being: Mental Health Day, Birthday day plus December day if all annual leave has been used up
• Nielsen Impact Days - up to 3 days a year for voluntary work on chosen initiative
• Private health care and discounted gym (Multisport), well-being programmes
• Development opportunities: access to courses and webinars
• Target bonus of 15% of the base salary

What This Job Offers

• Job Type: Full-time
• Career Level: Senior