Fuel your intellectual curiosity and professional growth. Forrester is an idea company, where smart, motivated, curious people bring a diversity of opinions and the courage of their convictions to collaborate on ideas that change the course of business. Most of all, bring a point of view; here, every voice has value. At Forrester, youll work with innovative clients at emerging and established brands; these are the business and technology leaders we inspire and who inspire us. The Forrester experience is built on a singular, powerful purpose: to challenge thinking and lead change.
About This Role:
Forresters customer experience (CX) research group serves professionals who are responsible in whole or in part for customer experience initiatives at their companies. Our clients work mostly at large companies and have titles like vice president of CX, director of CX, chief marketing officer, or chief executive officer. Sometimes they have more specialized titles such as creative director or manager of usability. Our research spans interactions within and across channels, including the web, mobile devices, physical locations, call centers, IVR, and kiosks.
Our new Senior Analyst will conduct primary and secondary research with an emphasis on how to prioritize CX initiatives based on their benefits to both customers and the business as well as the overall economic benefits of improving CX. She or he must possess the intellectual curiosity and energy to maintain current knowledge of best practices for managing CX, as well as other topics such as CX measurement, customer understanding, and CX governance.
Our new CX Senior Analyst will work as part of a small but global team and collaborate with other team members in all aspects of the job. She or he will:
+ Develop a deep understanding of what Forrester clients require to be successful as CX professionals.
+ Conduct research into all aspects of the responsibilities of the CX professional to transform the business to be more customer-centric.
+ Help define the future of CX as a business strategy by painting an accurate, forward-looking view of how it will evolve and what results it can produce.
+ Write four long research reports per year that analyze current best practices or convey new ideas in a rich business context.
+ Write four to eight short research reports per year on user trends, industry events, or technology developments.
+ Consult with clients to apply Forresters research in the context of their specific business environment and help solve their problems.
+ Respond to inquiries from clients through either phone conversations or (occasionally) email.
+ Provide presales support via telephone and face-to-face meetings with Forrester prospects as arranged by Forresters sales and marketing teams.
+ Present at Forrester conferences, briefings, and webinars.
+ Five to seven years of responsibility as a practitioner or consultant in the field of customer experience.
+ An exceptional ability to analyze complex and often confusing information from multiple sources in order to arrive at a fact-based, rational, defensible position.
+ The courage to defend a position even when its counterintuitive or contradicts conventional wisdom.
+ A passion for ideas and for bringing ideas to life by helping clients transform their businesses.
+ Excellence in writing, presenting, and public speaking.
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FLSA Status:
Exempt
Forrester Research, Inc. is an Equal Opportunity/Affirmative Action Employer that is committed to equal employment opportunity for all qualified individuals without regard to race, color, religion, national origin, ancestry, sex, age, disability, sexual orientation, gender identity and expression, marital status, genetic information, military service, veteran status, or any other status protected by applicable law. Minorities, Women, Individuals with Disabilities, and Veterans are especially encouraged to apply.
Posting Title: Senior Analyst, Customer Experience
External Company URL: www.forrester.com
Street: 60 Acorn Park Drive

* The salary listed in the header is an estimate based on salary data for similar jobs in the same area. Salary or compensation data found in the job description is accurate.

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