Senior Director, Customer Service and Support AI Strategy & Insight (Remote - US)

Gartner is a leading company that provides expert analysis and guidance on technology and business insights. They are seeking a Senior Director Analyst to advise clients on customer service and support AI strategies, focusing on optimizing operations and enhancing customer experiences through AI and agentic technologies.

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 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