Senior Director Analyst, Customer Service And Support – Agentic AI Expert, Remote US - Remote Eligible

Senior Director Analyst, Customer Service and Support – Agentic AI Expert, Remote US

We're seeking a Senior Director Analyst who is an expert in Agentic AI solutions within Customer Service and Support. As part of our Customer Service and Support expert team, you will advise customer service and support leaders in leveraging Agentic AI technology– AI agents, AI-enabled chatbots, voice AI, and other employee or customer-facing channels–to optimize customer service operations, enhance service experience, and achieve tangible business results in customer service. The ideal candidate will have experience applying Agentic AI and Generative AI (GenAI) technologies (such as LLM-powered agents, advanced chatbots, and agent orchestration platforms) within customer service and support environments. 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.

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 Senior Director Analyst is expected to have a keen eye for problem diagnosis and solution creation within their respective focus-function. They use their knowledge to help clients make better decisions, solve complex issues and execute new practices that propel clients' businesses toward key objectives.

In this role, you will create research and provide advice to Heads of Customer Service and Support functions across industries. You will use your knowledge to help these clients make better decisions, solve complex issues, and execute new practices that propel clients' businesses toward key objectives. A Senior Director publishes these insights as pragmatic and/or provocative research through the creation of written and graphical, client-facing deliverables. Additionally, they reinforce Gartner's value every day by engaging executive-level clients via in-person and virtual meetings, sales support visits, Gartner conferences and industry events.

If you have built your career developing and implementing AI agents, AI-enabled chatbots, voice AI, or other channels using Agentic AI technology in customer service and support operations and are energized by the opportunity to create insight and provide actionable guidance to senior leaders on using emerging technologies to transform their service functions, this role is for you.

What You Will Do:

• Author high quality, consumable, actionable, "must-have" insightful content based on research best practices and methodologies
• Deliver high-quality actionable advice to an executive client audience through a variety of media, particularly regular virtual digital engagement
• Lead research projects requiring the coordination of colleagues and resources.
• Meet with clients and prospects regularly to provide actionable advice aligned to their designated content area via virtual or face-to-face interactions
• Create and deliver presentation materials for Gartner events, industry and professional association conferences, and client briefings
• Actively participate in innovation, ideation, and research discussions and collaborate effectively with peers in our research community.
• Deliver outstanding commercial team support to retain and grow the Gartner business.
• Build credibility as a domain or industry expert to represent Gartner research, methodology and strategy

What You Will Need:

• Demonstrated experience with Agentic AI solutions, including the application of autonomous or semi-autonomous AI agents and advanced GenAI-powered conversational AI, specifically in customer service and support settings
• Subject matter expertise, with demonstrated knowledge of customer service and support Agentic AI use cases and implementation, and automating customer service interactions and processes
• Experience with Agentic AI offerings from vendors such as Salesforce, Genesys, NiCE, AWS, Five9, Microsoft, ServiceNow, etc.
• Deep knowledge of Heads of Customer Service and Support initiatives, goals, objectives
• 12+ years of relevant function experience
• Executive presence; can immediately establish credibility with executives and additional stakeholders with ability to effectively adjust communication style to different audiences
• Strong written and verbal proficiency, analytical and presentation skills; ability to engage clients and respond effectively to questions
• Experience working with customer service and support technology vendors
• Ability to work independently and completely remotely, while also being intrinsically motivated to collaborate across teams and support the workflow of others, in a multicultural global team
• Strong organizational and project management skills: ability to work under tight deadlines and produce high quality deliverables.
• Demonstrated excellence in research writing ability, and a desire to write for business leader consumption.
• Expertise in managing complex research projects and/or programs.