This is an individual contributor role, based remotely out of the UK or EU.

About the Role:

We are seeking a Senior Director Analyst with proven expertise in designing digital customer service experiences and leveraging emerging technologies—such as generative AI—to enhance customer interactions and improve service operations.

In this role, you will research and provide actionable guidance to leaders in customer service and support.

You’ll focus on helping organizations develop and optimize digital service channels, use data and analytics to design and deliver service, and apply the latest technologies, including GenAI, to create more effective and engaging customer experiences. Your insights will help clients solve complex challenges, improve their digital customer service strategies, and achieve key business objectives.

You will share your insights and findings through published research, presentations, virtual client meetings, and sales support.

The ideal candidate will have a strong background in digital customer service, customer service experience design, and hands-on experience implementing technologies like AI to transform how organizations interact with customers. Excellent written and verbal communication skills are essential, as you will be creating materials for and advising senior executives.

We encourage you to apply if you are passionate about shaping the future of digital customer service and have a track record of applying innovative technologies to improve customer service experience and operations.

What you will do:

Deliver high-quality actionable advice to an executive client audience through a variety of media.
Write provocative and pragmatic research that is clear and actionable.
Create and deliver presentations for webinars and other client-facing Gartner events.
Track vendors, market trends and emerging practices to remain ahead of the curve within the self-service space.
Deliver outstanding sales support to retain and grow the Gartner business.
Build credibility as an industry expert to represent Gartner research, methodology and strategy.
Actively participate in innovation, ideation, and research discussions and collaborate effectively with peers in the research community.
Identify research process improvements or develop new processes that help the team and Research & Advisory provide excellent service delivery.
Be a mentor and a coach by supporting more junior team members.

Who you are:

You deeply understand the Customer Service or Customer Support function and have hands-on, real-world experience implementing and leading a data-first culture (governance, literacy) and strategies.
You know how to use data-led decision-making, and form compelling stories from data.
You have experience in analyzing, managing, & designing customer journey management and orchestration within an organization.
You know how to measure and analyze the success of the service function.
You are fluent in the best practices of implementing and setting the roadmap and strategy for artificial intelligence and agentic AI in the service function.
You enjoy learning and being challenged intellectually on new topic areas or adjustments to previously held beliefs.
You are a strong communicator who can explain complex concepts concisely and simply.
You are a subject matter expert who is comfortable presenting at large and small-scale speaking engagements.
You can demonstrate executive presence and can immediately establish credibility with executives and additional stakeholders.

What you will need:

Experience working in the Customer Service or Customer Support function, specifically with experience leading the operations of customer service and support, customer experience, or customer service and support data & analytics functions.
Bachelor's Degree, with 12+ years’ experience in self-service capabilities and 5+ years’ within AI for customer service or support.
Subject matter expertise, with demonstrated knowledge of managing data and analytics teams, and experience inspiring budget investment.
Deep knowledge of Heads of Customer Service and Support initiatives, goals, objectives, and business value ROI.
Strong organizational skills: ability to work under tight deadlines and produce high quality deliverables.
Demonstrate excellence in research and writing ability.
Strong written and verbal proficiency, analytical and presentation skills; ability to engage clients and respond effectively to questions.
Ability to represent Gartner's research methodology and strategies effectively at all levels.
Willingness and ability to travel up to 10% (where applicable).
Comfort in a remote work environment, partnering with global colleagues.

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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 insight, helping enterprise leaders and their teams succeed with their mission-critical priorities.

Since our founding in 1979, we’ve grown to more than 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 sustained success creates limitless opportunities for you to grow professionally and flourish personally. We have a vast, virtually untapped market potential ahead of us, providing you with an exciting trajectory long into the future. 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.

Gartner is committed to being an Equal Opportunity Employer and offers opportunities to all job seekers, including job seekers with disabilities. If you are a qualified individual with a disability or a disabled veteran, you may request a reasonable accommodation if you are unable or limited in your ability to use or access the Company’s career webpage as a result of your disability. You may request reasonable accommodations by calling Human Resources at +1 (203) 964-0096 or by sending an email to ApplicantAccommodations@gartner.com.

Job Requisition ID:101367

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Sr Director Analyst - Customer Analytics, Journey & AI Enablement for Service and Support

Job Description