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

Gartner • Irving, TX

8d • Remote

About The Position

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.

Requirements

• 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)

Responsibilities

• 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

Benefits

• 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.
• 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.
• 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.
• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Director