Senior Director Analyst, Customer Service and Support – AI Expert Remote - US

Gartner is a leading research and advisory company seeking a Senior Director Analyst who specializes in AI-enabled solutions for Customer Service and Support. The role involves advising leaders on leveraging AI technologies to enhance customer service operations and providing actionable insights through research and client engagements.

Responsibilities:

• 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

Requirements:

• Demonstrated experience with AI solutions, including the application of autonomous or semi-autonomous AI agents and advanced GenAI-powered conversational AI, specifically in customer service and support settings
• 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