Job Description
Director, Digital Customer Service and Support Analyst
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locations
Remote – United States
time type
Full time
posted on
Posted 4 Days Ago
job requisition id
84978
Director Analyst, Digital Customer Service and Support
About the Role:
We are looking for a Director Analyst who is expert in self-service and digital customer support channels such as chatbots, IVR, Apps, knowledge management, GenAI capabilities, and overall self-service channel strategy.
Gartner Analysts are recognized as industry thought leaders, responsible for creating must-have research, market predictions, and best practices for a wide array of world-leading organizations. A Director Analyst is expected to have a keen eye for problem identification and solution creation within their respective market. In this role, you will create research and provide advice to Customer Service and Support Leaders on self-service channels and digital support strategy. You will use your knowledge to help clients make better decisions, solve complex issues, and execute new practices that propel clients’ businesses toward key objectives.
A Director Analyst is tasked with publishing their insights as pragmatic and/or provocative research. Additionally, Gartner analysts regularly engage clients via virtual meetings, sales support, Gartner webinars and conference events.
Ideal candidates must possess expertise in the Customer Service and Support function, specifically digital self-service channels, strategy, processes, and technologies. They should have practical experience driving customer adoption of self-service channels such as chatbot, IVR, and portals. They should have experience orchestrating post-purchase digital customer service and support experiences. Candidates must also be comfortable creating written, customer-facing deliverables and must be able to clearly communicate their insights and recommendations to an executive client audience.
If you have spent your career developing expertise in digital support and self-service, and are excited by the prospect of creating research and advice for Customer Service and Support leaders, then this role is for you.
What you will do:
- Deliver high-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 client-facing Gartner 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 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 hands-on, real-world experience setting and implementing self-service and digital channel strategies.
- You know how to drive customer adoption of digital channels such as chatbot, IVR, support portals, FAQs, apps and communities.
- You have experience orchestrating amazing digital support experiences, mapping customer journeys, and understanding consumer pain-points .
- You know how to measure and analyze the success of digital channels and CX.
- You are fluent in the best practices of knowledge management.
- 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 small-scale speaking engagements.
- You can demonstrate executive presence and can immediately establish credibility with executives and additional stakeholders.
What you will need:
- Experience working Customer Service or Customer Support function, specifically within digital support, self-service, and/or digital customer experience.
- Bachelor’s Degree, with 8+ years of direct experience .
- Subject matter expertise, with demonstrated knowledge of managing digital channels and influencing self-service 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.