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About This Role:
Forrester Research is seeking a Senior Analyst with outstanding cross-disciplinary expertise in customer experience (CX) to be a thought leader and advise our clients about how to design, develop, and deliver outstanding service experiences that win, serve, and retain customers, not only when those services are part of the traditional customer service function that helps customers maximize the value they get from tangible products, but also when the service is itself the principal source of value for customers.
How do you know whether you’d be a good fit for this role? If you can’t help noticing good and bad service design every day — analyzing and learning from the good while coming up with solutions to overcome the bad. If you realize empathy is not just a buzzword but the first step toward seeing past your biases to really understand customers. If you know how to debunk the misperception that service design is about adding a pleasant veneer to existing services. If you know it’s about understanding and choreographing the people, processes, and technologies required, and you can go deep on why and how. If you know better than to go with your first idea; instead, you generate lots of hypotheses and prototype and test them. If you intuitively recognize elegant simplicity and tasteful design, but you also know how much hidden complexity and how many iterations go into creating it. If you know technology is just one of the means, not the end, but you love understanding tech in depth as part of the service designer’s creative palette.
Our ideal candidate is an experienced CX leader who is an analytical thinker with the pragmatic knowledge that comes from working in the trenches with marketers, operational teams, other businesspeople, and technologists — and who has the big-picture vision that comes from understanding the priorities of an organization’s C-level executives and linking service design to the organization’s mission.
The analyst in this role will continually identify challenges our clients need help with, interview professionals at firms that face (or have faced) those challenges and develop and author research reports that distill ideas and frameworks to help clients overcome them. The analyst will also advise clients individually on these challenges and solutions and give speeches about them at industry events.
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