Sr Director Analyst - Customer Self-Service Operations and AI Strategy (Remote - EMEA) Lisboa

Overview

Sr Director Analyst - Customer Self-Service Operations and AI Strategy (Remote - EMEA).

This is an individual contributor role, based remotely out of the UK or EU.

What you will do

• Deliver
  - quality actionable advice to an executive client audience through a variety of media.
• Write provocative and pragmatic research that is clear and actionable.
• Create and deliver presentations for webinars and other
  - facing Gartner events.
• Track vendors, market trends and emerging practices to remain ahead of the curve within the
  - service space.
• Deliver outstanding sales support to retain and grow the Gartner business.
• Build credibility as an industry expert to represent Gartner research, methodology and strategy.
• Actively participate in innovation, ideation, and research discussions and collaborate effectively with peers in the research community.
• Identify research process improvements or develop new processes that help the team and Research & Advisory provide excellent service delivery.
• Be a mentor and a coach by supporting more junior team members.

Who you are

• You deeply understand the Customer Service or Customer Support function and have
  - on,
  - world experience implementing
  - service capabilities and AI chatbots for customer service, and leading a
  - first culture (governance, literacy) and strategies.
• You know how to use
  - led
  - making, and form compelling stories from data.
• You have experience in analyzing, managing, & designing customer journey management and orchestration within an organization.
• You know how to measure and analyze the success of the service function.
• You are fluent in the best practices of implementing and setting the roadmap and strategy for artificial intelligence and agentic AI in the service function.
• You enjoy learning and being challenged intellectually on new topic areas or adjustments to previously held beliefs.
• You are a strong communicator who can explain complex concepts concisely and simply.
• You are a subject matter expert who is comfortable presenting at large and
  - scale speaking engagements.
• You can demonstrate executive presence and can immediately establish credibility with executives and additional stakeholders.

What you will need

• Experience working in the Customer Service or Customer Support function, specifically with experience leading the operations of customer service and support, customer experience, or customer service and support data & analytics functions.
• Bachelor's Degree, with 12+ years’ experience in
  - service capabilities and 5+ years’ within AI for customer service or support.
• Subject matter expertise, with demonstrated knowledge of managing data and analytics teams, and experience inspiring budget investment.
• Deep knowledge of Heads of Customer Service and Support initiatives, goals, objectives, and business value ROI.
• Strong organizational skills: ability to work under tight deadlines and produce high quality deliverables.
• Demonstrate excellence in research and writing ability.
• Strong written and verbal proficiency, analytical and presentation skills; ability to engage clients and respond effectively to questions.
• Ability to represent Gartner's research methodology and strategies effectively at all levels.
• Willingness and ability to travel up to 10% (where applicable).
• Comfort in a remote work environment, partnering with global colleagues.

About Gartner

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 insight, helping enterprise leaders and their teams succeed with their
- critical priorities. Since our founding in 1979, we’ve grown to more than 21, 000 associates globally who support ~14, 000 client enterprises in ~90 countries and territories.

What Gartner offers

Gartner offers
- class benefits, highly competitive compensation and disproportionate rewards for top performers. In our hybrid work environment, we provide the flexibility and support for you to thrive — working virtually when it's productive to do so and getting together with colleagues in a vibrant community that is purposeful, engaging and inspiring.

Gartner is an Equal Opportunity Employer. The company is committed to providing 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. Reasonable accommodations are available for qualified applicants with disabilities. For accommodations, contact Human Resources.

Job Requisition ID:101367

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