Gartner logo
Gartner

We deliver actionable, objective insight that drives smarter decisions and stronger performance.

Senior Director Analyst, Customer Experience – Marketing & Communications Practice

Customer SupportCustomer SupportFull TimeRemoteSeniorTeam 10,001+Since 1979H1B SponsorCompany SiteLinkedIn

Location

Texas

Posted

2 days ago

Salary

$172K - $202.5K / year

Seniority

Senior

Bachelor Degree12 yrs expEnglish

Job Description

• Create innovative, thought provoking, and highly leveraged 'must-have insights' content • Develop new insights and ideas through thought leadership and offer compelling, actionable approaches to client's needs and requests that accelerate the client's ability to act • Develop in-depth analysis to identify the root cause of a client’s barriers or overall needs and reframe thinking to drive strategy forward • Demonstrate thought leadership in establishing insights positions across a team of analysts • Bring provocative, independent insights to Gartner leaders that can evolve the course of a research agenda • Research , analyze and predict market trends and shifts to provide clients and vendors with actionable insights • Provide clients and prospects with actionable advice aligned to their designated content area via virtual or face-to-face interactions • Create and deliver high value presentation materials on and off stage for Gartner events, industry and professional association conferences, and client briefings • Be client-centric while actively seeking to help clients engage regularly and often with Gartner insights and interactions

Job Requirements

  • Bachelor's degree or equivalent experience; Graduate degree preferred
  • 12+ years of relevant functional experience in Customer Experience or Marketing leadership, with a focus on the full customer journey (Acquisition, Loyalty, and Advocacy)
  • Proven ability to design CX governance frameworks and address the 'Say/Do' gap through data-driven customer centricity
  • Deep understanding of how AI transforms CX deliverables (personas, journey maps) and the strategic implications of Machine Customers
  • Expertise in the CX MarTech landscape, including Voice of the Customer (VoC) platforms, Customer Journey Analytics, and Digital Experience Platforms (DXPs)
  • Demonstrated ability to calculate CX ROI and link experience initiatives to financial outcomes using CLV, NPS, CSAT, and Customer Effort Score
  • Experience across multiple business models including B2B, B2C, B2B2C, and B2G
  • Strong organizational skills; ability to work under tight deadlines and produce high quality deliverables
  • Strong written and verbal proficiency, analytical and presentation skills; ability to engage clients and respond effectively to questions
  • Subject matter expert comfortable presenting at large and small-scale speaking engagements
  • Willingness and ability to travel up to 25% (where applicable)

Benefits

  • Health insurance
  • 401(k) matching up to $7,200 per year
  • Generous PTO
  • Opportunity to purchase company stock at a discount

Related Job Pages

More Customer Support Jobs

Sage logo

Customer Support Manager

Sage

Sage is a business management and computer software company that provides small-to-midsize companies with a wide range of user-friendly, online and cloud busine

Customer Support2 days ago
Part TimeHybridTeam 1,001-5,000

Lead a customer support team to resolve complex client issues, enhance service efficiency, and mentor staff while monitoring performance metrics to ensure high levels of customer satisfaction and effective communication.

MS Officemulti-channel contact center softwareclient communication tracking softwareFrench
Georgia
OneDigital logo

Senior Customer Service and Treasury Specialist

OneDigital

Fierce Advocates of Health, Success and Financial Security

Customer Support2 days ago
Full TimeHybridTeam 1,001-5,000Since 2000H1B Sponsor

Manage and resolve gift card issues, oversee call center operations, collaborate with departments on Treasury matters, and ensure timely resolutions for payroll issues while maintaining a strong customer service focus.

Customer SupportTreasury
Georgia

Voice Operations Specialist, Customer Support and High-Value Programs

Uphold, Inc.

Uphold, Inc. provides a digital money platform with financial services in 250+ currencies for members around the world. As an employer, Uphold looks for applica

Customer Support2 days ago
Full TimeHybrid

Lead optimization of voice support strategies, ensuring accountability for KPIs and service standards. Collaborate with cross-functional teams to enhance customer satisfaction and streamline operational efficiency. Drive continuous improvement...

Customer SupportQuality AssuranceReportingComplianceSQLExcelData AnalysisSOP CreationProblem-Solving
Florida
PeaceHealth logo

Patient Navigator

PeaceHealth

PeaceHealth is a faith-based, Catholic healthcare organization that provides medical services to communities throughout the Northwestern United States. Headquar

Customer Support2 days ago
Full TimeHybrid

Facilitate patient access to healthcare by coordinating care, assisting with resource navigation, and developing educational tools. Collaborate with multidisciplinary teams to ensure timely and appropriate services throughout the continuum of care.

Washington