Principal Analyst - Enterprise CX Transformation

About This Role

We're seeking a Principal Analyst inspired by the future of customer experience (CX) transformations and the executives who lead them. In this role, you'll examine how senior CX leaders build and operate cutting‑edge CX programs and drive enterprise‑wide customer‑led innovation amid the rise of AI and volatility. You'll conduct visionary original research that helps senior CX executives across industries build the experiences and CX programs of the future – and you'll advise these leaders on how to customize and implement your findings.

We're looking for a collaborative leader with a confident voice who can guide CX executives, speak to the press, and deliver high‑impact workshops and keynote presentations. The ideal candidate is a prominent, transformational CX leader – ideally with experience in more than one industry – with an approach that is both analytically rigorous and action‑oriented. Above all, you'll demonstrate a passion for helping to create the future of customer experiences and the CX discipline.

• Content planning: Determine a visionary, integrated research and content portfolio based on clients' top initiatives and market opportunities.
• Research: Conduct and analyze primary research based on your content plan.
• Publishing: Write/produce content in various formats (reports, blog posts, data snapshots, podcasts, short‑form video, etc.).
• Client engagement: Apply Forrester's research and frameworks to help clients solve business challenges through short‑ and long‑term guidance.
• Thought leadership: Expand your presence as an influential speaker and thinker. Talk with the press, present at Forrester and other external events, and deliver client presentations both virtually and in person.
• Coverage development: Evolve and productize your coverage and work with the Forrester ecosystem to evangelize it with clients and prospects.

• At least 10 years' experience in senior‑level B2B, B2B2C, or B2C CX roles.
• Experience in leading enterprise‑wide CX transformations.
• Experience in at least two functional areas of CX write large, such as experience or service design, measurement/analytics, tech, customer service, strategy, etc.
• Expertise in creating and operating cutting‑edge CX functions that drive business results.
• An understanding of the key issues facing CX leaders and organizations today, such as score obsession, the need to drive action, and the promise and peril of AI, etc.
• Success in influencing C‑suite executives and advising on strategic initiatives.
• Established industry presence as an influential speaker and thought leader.
• Exceptional business acumen that shows up in your analyses, writing, and presentations.
• The ability to craft a bold, conceptual vision and translate it into practical actions.
• A collaborative mindset and commitment to working as part of an integrated team.
• Willingness to travel more than 25% of the time.

Base salary range: $141,000 - $229,000

Base salary range for Georgia: $126,000 - $206,000

Base salary range for New York City, NY: $161,000 - $263,000

For employees based in Washington State, the percentage listed here is an estimated bonus target as a percentage of base salary, in accordance with the Forrester Employee Bonus plan. Individual and company performance, as well as other eligibility criteria, will determine the actual incentive amount.

Bonus target: 15%

For information on benefits, please visit:

FLSA Status:
Exempt

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Forrester Research, Inc. is an Equal Employment Opportunity Employer. As a federal contractor, Forrester encourages veterans and individuals with disabilities to apply for employment.

Forrester will consider all qualified applicants with criminal histories in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance.