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Senior Director Analyst - Digital and Self-Service Customer Service & Support

Company: Gartner
Location: Arlington
Posted on: January 16, 2022

Job Description:

What makes Gartner Research & Advisory a GREAT fit for you? When you join the world's leading Research & Advisory company, you'll be part of a team that values curiosity, expert insights, bold ideas, and intellectual courage, while driving partnerships with global organizations to make the right decisions on their key initiatives. Through constant learning, discovery, and collaboration, you'll not only help clients accomplish their mission-critical priorities, but also grow your career and the scope of your impact across industries. Our culture demands dedication- and rewards it with opportunity. If you're always looking for what's next in business and technology, Gartner is looking for you.
We're looking for a Senior Director of Digital and Self-Service Customer Service & Support who is well-versed in helping Leaders transform Customer Service & Support digital and self-service capabilities and achieve best-in-class performance. The successful candidate will possess thought leadership and have demonstrated experience with setting and implementing progressive, digital and self-service solutions with proven results.
About This Role
Analysts create must-have insights for our clients through published research and client interaction. You will meet with clients every day: on the phone, in a videoconference, from the stage at a Gartner event or face-to-face during a sales support visit. In every client interaction you will help clients solve difficult puzzles that lead to better performance.
What You'll Do


  • Research and represent thought leadership and advise Service and Support Leaders and their leadership team on:

  • Digital transformation, moving from a reactive to a proactive service delivery model, with an emphasis on digital channels and self-service capabilities and achieving outcomes such as improved customer experience, containment rates and reduction to live-assist volume


  • Implementing and improving Multi-, Omni- and Dynamic Channel Strategy, in order to achieve more seamless service interactions, regardless of channels of engagement


  • Increasing the usage of Automation, AI and Analytics, including identification of use cases for automation and application of AI in customer service and support


  • Proactive Customer Service & Support, focusing on prevention of unnecessary contacts and boosting customer engagement through proactive outreach and preventative service


  • Deliver high quality actionable advice through face-to-face and video-based presentations and discussions with clients

  • Remain ahead of the curve on developments and issues within these specified areas as well as applicable adjacent areas

    What You'll Need


    • 10+ years of experience overseeing and working in a Customer Service and Support leadership role


    • Subject matter expertise in Customer Service operations, with the ability to demonstrate understanding of how to help leaders develop progressive operations' practices and implement solutions to meet their specific business needs


    • Strong business and financial acumen as well as analytical skills


    • Bachelor's or equivalent experience, Master's degree preferred

    • Ability to conduct occasional travel, regionally and globally

      Who You Are


      • To thrive in this role, it helps if you are obsessed with your topic! Gartner analysts are correctly viewed as THE experts. This means you need to know your markets, vendors, trends, management practices, etc. and be able to see the forest and the trees.


      • Excellent collaborator with the ability to quickly build rapport and gain client trust


      • Confident presenter with a high level of executive presence (prior experience with speaking engagements is a plus)


      • Analytical thinker with the ability to process information quickly and make actionable recommendations

      • Willing to challenge conventional norms and views

        About The Gartner Customer Service & Support Practice
        The Gartner for Customer Service & Support Leaders Practice is synonymous with frame-breaking research for service and support leaders on initiatives including, but not limited to strategy and leadership, digital and self-service customer service, talent and operations, and CX and VoC. The team works with 500+ client organizations, spanning every major industry vertical, across the world. Our research helps service and support leaders, and their direct leadership teams address their unique challenges by relying on original primary research, benchmarks, insights, and analysis delivered through an analyst & advisory model.
        #LI-Remo
        Who are we?
        Gartner delivers actionable, objective insight to executives and their teams. Our expert guidance and tools enable faster, smarter decisions and stronger performance on an organization's most critical priorities. We've grown exponentially since our founding in 1979 and we're proud to have nearly 16,000 associates globally that support our 14,000+ clients in more than 100 countries.
        What makes Gartner a great place to work?
        Our teams are composed of individuals from different geographies, cultures, religions, ethnicities, races, genders, sexual orientations, abilities and generations. We believe that a variety of experiences makes us stronger-as individuals, as communities and as an organization. That's why we're recognized worldwide as a great place to work year after year. We've been recognized by Fortune as one of the World's Most Admired Companies, named a Best Place to Work for LGBTQ Equality by the Human Rights Campaign Corporate Equality Index and a Best Place to Work for Disability Inclusion by the Disability Equality Index. Looking for a place to turn your big ideas into reality? Join #LifeAtGartner
        What we offer:
        Our people are our most valuable asset, so we invest in them from Day 1. When you join our team, you'll have access to a vast array of benefits to help you live your life well. These resources are designed to support your physical, financial and emotional well-being. We encourage continued personal and professional growth through ongoing learning and development opportunities. Our employee resource groups, charity match and volunteer programs keep you connected to your internal Gartner community and causes that matter to you.
        The policy of Gartner is to provide 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 and to affirmatively seek to advance the principles of equal employment opportunity.
        Gartner is committed to being an Equal Opportunity Employer and offers opportunities to all job seekers, including job seekers with disabilities. If you are a qualified individual with a disability or a disabled veteran, you may request a reasonable accommodation if you are unable or limited in your ability to use or access the Company's career webpage as a result of your disability. You may request reasonable accommodations by calling Human Resources at 203-964-0096 or by sending an email to ApplicantAccommodations@gartner.com.
        Job Requisition ID:59159
        By submitting your information and application, you confirm that you have read and agree to the country or regional recruitment notice linked below applicable to your place of residence.
        Gartner Applicant Privacy Link:
        For efficient navigation through the application, please only use the back button within the application, not the back arrow within your browser.

Keywords: Gartner, Arlington , Senior Director Analyst - Digital and Self-Service Customer Service & Support, Professions , Arlington, Texas

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