Sr Director Analyst - Customer Self-Service Operations and AI Strategy (Remote - EMEA)

Sr Director Analyst – Customer Self-Service Operations and AI Strategy (Remote – EMEA) Join to apply for the Sr Director Analyst – Customer Self-Service Operations and AI Strategy (Remote – EMEA) role at Gartner This is an individual contributor role, based remotely out of the UK or EU. About the Role: We are seeking a Senior Director Analyst with proven expertise in designing digital customer service experiences and leveraging emerging technologies—such as generative AI—to enhance customer interactions and improve service operations. In this role, you will research and provide actionable guidance to leaders in customer service and support. You’ll focus on helping organizations develop and optimize digital service channels, use data and analytics to design and deliver service, and apply the latest technologies, including GenAI, to create more effective and engaging customer experiences. Your insights will help clients solve complex challenges, improve their digital customer service strategies, and achieve key business objectives. You will share your insights and findings through published research, presentations, virtual client meetings, and sales support. The ideal candidate will have a strong background in digital customer service, customer service 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, as you will be creating materials for and advising senior executives. We encourage you to apply if you are passionate about shaping the future of digital customer service and have a track record of applying innovative technologies to improve customer service experience and operations. 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 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. 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 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. #J-18808-Ljbffr