Senior Director Analyst, Customer Service and Support - AI, Automation, and Analytics - Remote US

Senior Director Analyst, Customer Service and Support - AI, Automation, and Analytics

About the role:

We're seeking a Senior Director Analyst who is an expert in AI, automation, and analytics within Customer Service and Support. As part of our Customer Service and Support expert team, you will advise customer service and support leaders in leveraging emerging technologies - especially AI and advanced analytics - to optimize customer service operations, enhance service experience, and achieve tangible business results in customer service. The ideal candidate has experience in AI technologies and techniques, advanced data and analytics, leveraging data insights to improve customer service, and automating customer interactions and customer service processes. Candidates must also be comfortable creating written, customer-facing deliverables and must be able to clearly communicate their insights and recommendations to an executive client audience.

Gartner Analysts are recognized as industry thought leaders, responsible for creating must-have research, market predictions, and best practices for a wide array of world-leading organizations. A Senior Director Analyst is expected to have a keen eye for problem diagnosis and solution creation within their respective focus-function. They use their knowledge to help clients make better decisions, solve complex issues and execute new practices that propel clients' businesses toward key objectives.

In this role, you will create research and provide advice to Heads of Customer Service and Support functions across industries. You will use your knowledge to help these clients make better decisions, solve complex issues, and execute new practices that propel clients' businesses toward key objectives. A Senior Director publishes these insights as pragmatic and/or provocative research through the creation of written and graphical, client-facing deliverables. Additionally, they reinforce Gartner's value every day by engaging executive-level clients via in-person and virtual meetings, sales support visits, Gartner conferences and industry events.

If you have built your career developing and implementing AI, automation, and analytics strategies in customer service and support operations and are energized by the opportunity to create insight and provide actionable guidance to senior leaders on using emerging technologies to transform their service functions, this role is for you.

What you will do:

• Author high quality, consumable, actionable, "must-have" insightful content based on research best practices and methodologies

• Deliver high-quality actionable advice to an executive client audience through a variety of media, particularly regular virtual digital engagement

• Lead research projects requiring the coordination of colleagues and resources.

• Meet with clients and prospects regularly to provide actionable advice aligned to their designated content area via virtual or face-to-face interactions

• Create and deliver presentation materials for Gartner events, industry and professional association conferences, and client briefings

• Actively participate in innovation, ideation, and research discussions and collaborate effectively with peers in our research community.

• Deliver outstanding commercial team support to retain and grow the Gartner business.

• Build credibility as a domain or industry expert to represent Gartner research, methodology and strategy

What you will need:

• Subject matter expertise, with demonstrated knowledge of customer service and support AI use cases and implementation, automating customer service interactions and processes, and applying analytics in customer service

• Deep knowledge of Heads of Customer Service and Support initiatives, goals, objectives

• 12+ years of relevant function experience

• Executive presence; can immediately establish credibility with executives and additional stakeholders with ability to effectively adjust communication style to different audiences

• Strong written and verbal proficiency, analytical and presentation skills; ability to engage clients and respond effectively to questions

• Experience working with customer service and support technology vendors

• Ability to work independently and completely remotely, while also being intrinsically motivated to collaborate across teams and support the workflow of others, in a multicultural global team

• Strong organizational and project management skills: ability to work under tight deadlines and produce high quality deliverables.

• Demonstrated excellence in research writing ability, and a desire to write for business leader consumption.

• Expertise in managing complex research projects and/or programs.

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Who are we?

At Gartner, Inc. (NYSE:IT), we guide the leaders who shape the world.

Our mission relies on expert analysis and bold ideas to deliver actionable, objective business and technology insights, helping enterprise leaders and their teams succeed with their mission-critical priorities.

Since our founding in 1979, we've grown to 21,000 associates globally who support ~14,000 client enterprises in ~90 countries and territories. We do important, interesting and substantive work that matters. That's why we hire associates with the intellectual curiosity, energy and drive to want to make a difference. The bar is unapologetically high. So is the impact you can have here.

What makes Gartner a great place to work?

Our vast, virtually untapped market potential offers limitless opportunities - opportunities that may not even exist right now - for you to grow professionally and flourish personally. How far you go is driven by your passion and performance.

We hire remarkable people who collaborate and win as a team. Together, our singular, unifying goal is to deliver results for our clients.

Our teams are inclusive and composed of individuals from different geographies, cultures, religions, ethnicities, races, genders, sexual orientations, abilities and generations.

We invest in great leaders who bring out the best in you and the company, enabling us to multiply our impact and results. This is why, year after year, we are recognized worldwide as a great place to work.

What do we offer?

Gartner offers world-class benefits, highly competitive compensation and disproportionate rewards for top performers.

In our hybrid work environment, we provide the flexibility and support for you to thrive - working virtually when it's productive to do so and getting together with colleagues in a vibrant community that is purposeful, engaging and inspiring.

Ready to grow your career with Gartner? Join us.

The policy of Gartner is to provide equal employment opportunities to all applicants and employees without regard to race, color, creed, religion, sex, sexual orientation, gender identity, marital status, citizenship status, age, national origin, ancestry, disability, veteran status, or any other legally protected status and to seek to advance the principles of equal employment opportunity.

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