[Hiring] Senior Director Analyst, AI Strategy – Customer Service & Support @Gartner

Role Description

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:

• 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.

Qualifications

• Demonstrated experience leading AI and automation transformation initiatives (such as LLM-powered agents, advanced chatbots, and agent orchestration platforms) 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 additional 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

• World-class benefits.
• Highly competitive compensation.
• Disproportionate rewards for top performers.
• Flexibility in a hybrid work environment.
• Generous PTO.
• 401k match up to $7,200 per year.
• Opportunity to purchase company stock at a discount.

Company Description

At Gartner, Inc. (NYSE:IT), we guide the leaders who shape the world. Our mission relies on expert analysis and bold ideas to deliver actionable, objective business and technology insights, helping enterprise leaders and their teams succeed with their mission-critical priorities.

Since our founding in 1979, we’ve grown to 20,000 associates globally who support over 13,000 client enterprises in ~90 countries and territories. We do important, interesting and substantive work that matters. That’s why we hire associates with the intellectual curiosity, energy and drive to want to make a difference.

Gartner is committed to being an Equal Opportunity Employer and offers opportunities to all job seekers, including job seekers with disabilities.