Overview

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.

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.

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 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 other 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

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.

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 those 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 [email protected].

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