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Digital Customer Experience Strategist
3 weeks ago
Sr Director Analyst is the key to unlocking customer insights and driving business success.
">This role requires a seasoned professional with expertise in designing digital customer service experiences and leveraging emerging technologies such as generative AI. The ideal candidate will have hands-on experience implementing and leading data-first cultures, using data-led decision-making, and forming compelling stories from data.
The Sr Director Analyst will research and provide actionable guidance to leaders in customer service and support. They will analyze and manage customer journey management and orchestration within an organization, measuring and analyzing the success of the service function.
This role offers the opportunity to apply the latest technologies, including GenAI, to create more effective and engaging customer experiences. The Sr Director Analyst will share their insights and findings through published research, presentations, virtual client meetings, and sales support.
The successful candidate will have a strong background in digital customer service, customer experience design, and hands-on experience implementing technologies like AI to transform how organizations interact with customers. Excellent written and verbal communication skills are essential for this role.
Key Responsibilities:
- Deliver high-quality actionable advice to an executive client audience through various media.
- Write provocative and pragmatic research that is clear and actionable.
- Create and deliver presentations for webinars and other client-facing events.
- Track vendors, market trends, and emerging practices to remain ahead of the curve within the self-service space.
- Deliver outstanding sales support to retain and grow business.
- Build credibility as an industry expert to represent research, methodology, and strategy.
- Actively participate in innovation, ideation, and research discussions and collaborate effectively with peers.
Required Skills and Qualifications:
- Experience working in the Customer Service or Customer Support function, specifically with experience leading operations, customer experience, or data & analytics functions.
- Bachelor's Degree, with 12+ years' experience in self-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.
Benefits:
- World-class benefits and highly competitive compensation.
- Disproportionate rewards for top performers.
- Flexibility and support for remote work.
About Us:
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 mission-critical priorities.
We hire remarkable people who collaborate and win as a team. Together, our singular, unifying goal is to deliver results for our clients.
