Senior Director Analyst, Customer Experience; Marketing & Communications Practice; Remote

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.

• 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…