Onsite
About the role:
We’re seeking a Senior Director Analyst to help clients shape their customer service and support AI strategy. As a member of our Customer Service and Support expert team, you’ll advise heads of service and support on AI and agentic technologies—including AI agents, chatbots, voice AI, and other employee or customer-facing channels—to optimize service and support operations, enhance customer experiences, and drive tangible business results. The ideal candidate will have experience leading AI and automation transformation initiatives (such as LLM-powered agents, advanced chatbots, and agent orchestration platforms) within customer service and support environments. 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, webinars, and industry events.
If you have built your career in service and support, are leading AI transformation initiatives—including developing and implementing AI agents, chatbots, voice AI, or other channels in customer service operations—and are energized by the opportunity to provide insight and actionable guidance to senior leaders on leveraging emerging technologies to transform the service and support function, 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:
Demonstrated experience leading AI and automation transformation initiatives (such as LLM-powered agents, advanced chatbots, and agent orchestration platforms) within customer service and support environments
Subject matter expertise, with demonstrated knowledge of customer service and support AI use cases and implementation, and automating customer service interactions and processes
Experience with AI offerings from vendors such as Salesforce, Genesys, NiCE, AWS, Five9, Microsoft, ServiceNow, etc.
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.
#LI-TR3 #LI-Remote
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 20,000 associates globally who support over 13,000 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.
Gartner is the world authority on AI
At Gartner, you’ll join a company at the very center of the AI revolution. Gartner has proactive, objective guidance throughout clients’ AI journeys. We set the standard for how organizations leverage artificial intelligence to drive meaningful impact. You’ll have access to unmatched resources, expertise, and technology, and play a key role in helping Gartner and our clients innovate and grow as we leverage AI to transform business and technology landscapes.
It’s an exciting time to be at Gartner, with limitless opportunities to make a real impact, grow your skills, and build a lasting, meaningful career in a field that’s reshaping the way we operate. If you’re passionate about AI and want to be part of a team that’s guiding the leaders who shape the world, Gartner is the place for you.
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.
Gartner believes in fair and equitable pay. A reasonable estimate of the base salary range for this role is 172,000 USD - 202,500 USD. Please note that actual salaries may vary within the range, or be above or below the range, based on factors including, but not limited to, education, training, experience, professional achievement, business need, and location. In addition to base salary, employees will participate in either an annual bonus plan based on company and individual performance, or a role-based, uncapped sales incentive plan. Our talent acquisition team will provide the specific opportunity on our bonus or incentive programs to eligible candidates. We also offer market leading benefit programs including generous PTO, a 401k match up to $7,200 per year, the opportunity to purchase company stock at a discount, and more.
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.
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