Sr Director Analyst - Customer Self - service Operations And AI Strategy - Remote Eligible

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 Business and Technology Insights 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 self-service capabilities and AI chatbots for customer service, 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.