Job Overview
Location
2 Locations
Job Type
Full-time
Category
HR & Recruiting
Date Posted
May 27, 2026
Full Job Description
📋 Description
- • As a Senior Director Analyst in AI Strategy for Customer Service & Support at Gartner, you will advise heads of service and support on AI and agentic technologies—including AI agents, chatbots, voice AI, and other customer-facing channels—to optimize operations, enhance customer experiences, and drive tangible business results.
- • You will author high-quality, actionable research content, lead research projects, deliver executive-level advice through virtual and in-person engagements, create presentation materials for conferences and client briefings, and actively collaborate with peers to build credibility as a domain expert.
- • You will join Gartner’s Customer Service and Support expert team, a globally recognized research organization that guides enterprise leaders with objective, actionable insights, where you’ll help clients make better decisions, solve complex issues, and execute new practices that advance their strategic objectives.
- • In this role, you will deepen your expertise in AI-driven service transformation, shape industry best practices, influence executive decision-making at Fortune 500 companies, and establish yourself as a thought leader in AI-powered customer service innovation.
🎯 Requirements
- • Demonstrated experience leading AI and automation transformation initiatives (such as LLM-powered agents, advanced chatbots, and agent orchestration platforms) within customer service and support environments
- • Subject matter expertise in customer service and support AI use cases, implementation, and automation of customer interactions and processes
- • 12+ years of relevant function experience in customer service, support, or related domains
- • Executive presence with the ability to establish credibility with executives and adjust communication style for diverse audiences
- • Strong written and verbal proficiency, analytical and presentation skills, and ability to engage clients and respond effectively to questions
- • Experience working with AI offerings from vendors such as Salesforce, Genesys, NiCE, AWS, Five9, Microsoft, ServiceNow, etc.
- • Ability to work independently and remotely while collaborating across multicultural global teams
- • Strong organizational and project management skills, including meeting tight deadlines and producing high-quality deliverables
- • Demonstrated excellence in research writing for business leader consumption
- • Expertise in managing complex research projects and/or programs
🏖️ Benefits
- • World-class benefits and highly competitive compensation
- • Disproportionate rewards for top performers
- • Flexible hybrid work environment with support for virtual and in-person collaboration
- • Generous PTO and 401k match up to $7,200 per year
- • Opportunity to purchase company stock at a discount
- • Access to unmatched AI resources, expertise, and technology as Gartner is the world authority on AI
- • Professional growth opportunities in a field reshaping business and technology landscapes
Skills & Technologies
About Gartner, Inc.
Gartner is a global research and advisory firm providing insights, analysis, and advisory services to business leaders across IT, finance, HR, customer service, and supply chain functions. It delivers strategic guidance through research reports, benchmarking data, and access to expert advisors, helping organizations make informed decisions, reduce risk, and drive performance. Founded in 1979 and headquartered in Stamford, Connecticut, Gartner serves more than 15,000 organizations worldwide, including corporations, government agencies, and investment firms. Its offerings include conferences, consulting, and subscription-based research, supporting clients in navigating complex markets and technological change.
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