Customer Experience Strategy Manager
This role requires a Senior Director Analyst to design digital customer service experiences and leverage emerging technologies—such as generative AI—to enhance customer interactions and improve service operations.
About the Role:
We are seeking an experienced professional with proven expertise in customer experience, digital transformation, and technology innovation. The ideal candidate will have a strong background in customer service strategy, data analysis, and stakeholder engagement.
* Develop and implement customer experience strategies that drive business growth and customer satisfaction.
* Analyze complex customer data to identify trends, patterns, and insights that inform business decisions.
* Collaborate with cross-functional teams to design and deliver innovative customer experiences that meet business objectives.
* Stay up-to-date with industry trends and emerging technologies to recommend new approaches and solutions.
Key Responsibilities:
The Senior Director Analyst will be responsible for:
* Delivering high-quality research and analysis to support business decisions.
* Creating engaging presentations and reports to communicate findings and recommendations.
* Building and maintaining relationships with stakeholders to gather input and provide feedback.
* Identifying opportunities for process improvement and implementing changes to enhance efficiency and effectiveness.
Requirements:
To be successful in this role, you will need:
* 12+ years of experience in customer experience, digital transformation, or related field.
* Proven track record of developing and implementing successful customer experience strategies.
* Strong analytical and problem-solving skills, with ability to interpret complex data.
* Excellent communication and presentation skills, with ability to engage stakeholders at all levels.
Benefits:
Gartner offers a competitive compensation package, including:
* A comprehensive benefits program.
* Opportunities for professional development and growth.
* A dynamic and inclusive work environment.
About Gartner:
Gartner is a leading research and advisory company that helps organizations navigate complex business challenges. We offer a range of services, including research, consulting, and training, to help clients achieve their goals.