Senior Director Analyst - Customer Self Service... @ Gartner
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About the Role
The Senior Director Analyst - Customer Self Service Operations and AI Strategy position is an individual contributor role based remotely from the UK or EU. The role requires proven expertise in designing digital customer service experiences and leveraging emerging technologies, including 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. Your work will focus on helping organizations develop and optimize digital service channels, use data and analytics to design and deliver service, and apply the latest technologies to create engaging customer experiences.
You will share your insights through published research, presentations, virtual client meetings, and sales support.
What You Will Do
- Deliver high-quality, actionable advice to executive audiences.
- Create provocative and pragmatic research and presentations.
- Track market trends and emerging self-service practices.
- Provide outstanding sales support and mentorship for junior team members.
- Identify process improvements and innovate within research methodologies.
Who You Are
You possess deep understanding of the Customer Service/Support function with hands-on experience in implementing self-service capabilities and AI chatbots. You are experienced in data-led decision-making and can create compelling data narratives. With proven experience in customer journey management, you can measure success and design effective strategies for integrating AI in service functions.
What You Will Need
- Extensive experience (12+ years) in self-service capabilities and 5+ years with AI in customer service.
- Bachelor's Degree with proven subject matter expertise.
- Strong skills in research, writing, and executive communications.
- Ability to work under tight deadlines and deliver high quality work.
- Willingness to travel up to 10% and work in a remote environment.
Key Skills/Competency
- Digital Customer Service
- Generative AI
- Research
- Analytics
- Customer Journey
- Data-Driven Decision Making
- Presentation Skills
- Mentorship
- Innovation
- Communication
How to Get Hired at Gartner
🎯 Tips for Getting Hired
- Customize your resume: Highlight digital service and AI experience.
- Tailor your cover letter: Emphasize research and presentation skills.
- Network on LinkedIn: Connect with Gartner employees for insights.
- Prepare case studies: Demonstrate successful digital transformation examples.