We deliver actionable, objective business and technology insights. Our expert guidance and tools enable faster, smarter decisions and stronger performance on an organization’s mission-critical priorities.

Our unrivaled combination of business and technology insights steers clients toward the right decisions on the issues that matter most. As a $6.3 Billion company, with 21,000 associates, and a member of the S&P 500, we are an objective partner with 14,000 client enterprises in 90 countries and territories — across every major function, geography, industry and market sector — and boast 45+ years of experience providing insights and expert guidance to client enterprises worldwide.

To learn more about how we guide the leaders who shape the world. visit gartner.com. 

Gartner, Inc. (NYSE: IT) 

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Industry: Information Services
Company Size: 10,001+ employees

Gartner

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**About the role:**

We’re seeking a Senior Director Analyst who is an expert in end-to-end Customer Experience (CX) strategy within the marketing function. The ideal candidate will have hands-on experience advising Chief Marketing Officers (CMOs) on how to orchestrate the entire customer lifecycle using the “Buy, Own, Advocate” framework. You will help clients address the persistent challenge of company-centricity and closing the distance between a customer’s stated intent and their actual behavior.

The successful candidate will be a visionary in the application of AI for CX deliverables, including the evolution of personas and journey mapping, while navigating the impact of AI on consumer expectations and the rise of Machine Customers (AI as a customer). You must be adept at linking CX initiatives directly to business outcomes, demonstrating CX ROI through the integration of customer signals (VoC and operational data) and mastery of metrics such as CLV, NPS, CSAT, and Customer Effort Score (CES). Candidates must be comfortable creating written, customer-facing deliverables and able to clearly communicate insights to an executive audience across B2B, B2C, B2B2C, and B2G sectors.

Gartner Analysts are industry thought leaders who create must-have research, market predictions and best practices for a broad range of world-leading organizations. A Senior Director serves as a leader within Gartner’s Business and Technology Insights (BTI) group, establishing oneself as a credible voice within their designated market at local, regional and global levels. Utilizing exceptional research and analytical skills, a Senior Director plays a significant role in producing pragmatic and provocative research which Gartner clients consume and apply to propel their business toward key objectives. They are a trusted source of advice for clients, reinforcing Gartner’s value every day by engaging them via in-person meetings, virtual meetings, sales support visits and Gartner conferences to discuss complex client challenges and offer appropriate recommendations.

In this role, you will create research and provide advice to Chief Marketing Officers and CX leaders 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. The 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 spent your career developing expertise in Customer Experience strategy and marketing operations and are excited by the prospect of creating research and advice for leaders within the Marketing function, then this role is for you.

**What you’ll do:**

- 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

- Support BTI and Sales: Provide sales support serving as voice of the market to help Insights teams create content and to drive engagement with clients to make progress against their critical priorities to grow their business

- Provide high quality and timely content peer review

- Build credibility as an industry expert to represent Gartner insights, methodology and strategy

- Actively participate in innovation, ideation, and research discussions and collaborate effectively with peers in the Insights community

- Identify research process improvements or develop new processes that help the team and BTI provide excellent service delivery

- Be a mentor and a coach by supporting more junior team members

- Be client-centric while actively seeking to help clients engage regularly and often with Gartner insights and interactions

**What you will need:**

- 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).

- Strategic Expertise: Proven ability to design CX governance frameworks and address the "Say/Do" gap through data-driven customer centricity.

- AI & Innovation Literacy: Deep understanding of how AI transforms CX deliverables (personas, journey maps) and the strategic implications of Machine Customers.

- Technical Stack Proficiency: Expertise in the CX MarTech landscape, including Voice of the Customer (VoC) platforms, Customer Journey Analytics, and Digital Experience Platforms (DXPs).

- Analytical Rigor: Demonstrated ability to calculate CX ROI and link experience initiatives to financial outcomes using CLV, NPS, CSAT, and Customer Effort Score.

- Audience Versatility: Experience across multiple business models including B2B, B2C, B2B2C, and B2G.

- Demonstrate executive presence; can immediately establish credibility with CMOs, executives and additional stakeholders

- 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

- Proficient in analyzing and synthesizing data; can effectively apply patterns and frameworks while drawing and defending conclusions to client challenges

- Strong communicator who is able to explain complex concepts concisely and simply

- Subject matter expert comfortable presenting at large and small-scale speaking engagements

- Strong business and financial acumen

- Deep knowledge of the global and competitive landscape within subject area as well as the interplay in that market

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

- Learning agile and adept with navigating highly matrixed environments

- Ability to represent Gartner's research methodology and strategies effectively at all levels

- Willingness and ability to travel up to 25% (where applicable)

**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.

Job Requisition ID:108975

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Senior Director Analyst, Customer Experience (Marketing & Communications Practice) (Remote US)

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