Director - Customer Experience & Analytics

**Director - Customer Experience & Analytics***

Arlington / Remote - United States**Description****About the Job**Interested in learning more, view and register for any of our upcoming recruiting events here!Were looking for a

**Director, Customer Experience & Analytics**

who is well-versed in Customer Data & Analytics and helping Leaders transform Customer Service & Support digital and self-service capabilities and achieve best-in-class performance. The successful candidate will possess thought leadership and have demonstrated experience with customer data & analytics, setting and implementing progressive, digital and self-service solutions with proven results.**About This Role**Analysts create must-have insights for our clients through published research and client interaction. You will meet with clients every day: on the phone, in a videoconference, from the stage at a Gartner event or face-to-face during a sales support visit. In every client interaction you will help clients solve difficult puzzles that lead to better performance.**What Youll Do***

Research and represent thought leadership and advise Service and Support Leaders and their leadership team on:+

Customer Data Management, including collection, identification, selection & prioritization of data to drive decision-making.+

Experienced with a data-driven approach to creating business cases for investments in customer service & support organizations.+

Creation and management of data capture, quality, integration, governance, and analytics standards.+

Use of data and analytics to drive value generation to customers via personalized live assist and self-service interactions.+

Identification of data management requirements, evaluation of existing capabilities and recommendation of technology investments for customer data and analytics.+

Customer experience frameworks and design capabilities.+

Creation and leadership of customer data management & analytics teams.+

Identification of use cases based on customer data and analytics and desired business outcomes.+

Creation and management of key data tasks, such as profile unification, segmentation, activation, and analysis.*

Digital transformation, moving from a reactive to a proactive service delivery model, with an emphasis on digital channels and self-service capabilities and achieving outcomes such as improved customer experience, containment rates and reduction to live-assist volume*

Implementing and improving Multi-, Omni- and Dynamic Channel Strategy, in order to achieve more seamless service interactions, regardless of channels of engagement*

Increasing the usage of Automation, AI and Analytics, including identification of use cases for automation and application of AI in customer service and support*

Proactive Customer Service & Support, focusing on prevention of unnecessary contacts and boosting customer engagement through proactive outreach and preventative service*

Deliver high quality actionable advice through face-to-face and video-based presentations and discussions with clients*

Remain ahead of the curve on developments and issues within these specified areas as well as applicable adjacent areas**What Youll Need***

10+ years of experience overseeing and working in a Customer Service and Support leadership role*

Subject matter expertise in Customer Data Management & Analytics, with the ability to demonstrate understanding of how to help leaders develop progressive Customer Data Management & Analytics practices and implement solutions to meet their specific business needs*

Strong business and financial acumen as well as analytical skills*

Bachelor's or equivalent experience, Master's degree preferred*

Ability to conduct occasional travel, regionally and globally**Who You Are***

To thrive in this role, it helps if you are obsessed with your topic! Gartner analysts are correctly viewed as THE experts. This means you need to know your markets, vendors, trends, management practices, etc. and be able to see the forest and the trees.*

Excellent collaborator with the ability to quickly build rapport and gain client trust*

Confident presenter with a high level of executive presence (prior experience with speaking engagements is a plus)*

Analytical thinker with the ability to process information quickly and make actionable recommendations*

Willing to challenge conventional norms and views**About The Gartner Customer Service & Support Practice**The Gartner for Customer Service & Support Leaders Practice is synonymous with frame-breaking research for service and support leaders on initiatives including, but not limited to strategy and leadership, channel strategy and execution, talent and operations, and CX and analytics. The team works with 500+ client organizations, spanning every major industry vertical, across the world. Our research helps service and support leaders, and their direct leadership teams address their unique challenges by relying on original primary research, benchmarks, insights, and analysis delivered through an analyst & advisory model.Gartner delivers actionable, objective insight to executives and their teams. Our expert guidance and tools enable faster, smarter decisions and stronger performance on an organizations most critical priorities. Weve grown exponentially since our founding in 1979 and we're proud to have nearly 16,000 associates globally that support our 14,000+ clients in more than 100 countries.**What we offer:**Our people are our most valuable asset, so we invest in them from Day 1. When you join our team, youll have access to a vast array of benefits to help you live your life well. These resources are designed to support your physical, financial and emotional well-being. We encourage continued personal and professional growth through ongoing learning and development opportunities. Our employee resource groups, charity match and volunteer programs keep you connected to your internal Gartner community and causes that matter to you.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 affirmatively 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 job seekers 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 Companys career webpage as a result of your disability. You may request reasonable accommodations by calling Human Resources at 203-###-#### or by sending an email to

...@gartner.com

.Job Requisition ID:65047

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