• Senior Analyst, Serving Customer Experience Professionals

    Job Location(s) NL-Amsterdam | FR-Paris
    Job Category
    Research
  • Overview

    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, you’ll 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:

     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.

    Responsibilities

    • Develop a deep understanding of our clients and the key challenges they face in the domain of service design, including but going far beyond traditional customer service.
    • Conduct primary research and synthesize data on topics such as how to design excellent services, how to form and run effective cross-disciplinary teams, and how to implement enterprisewide CX transformation initiatives.
    • Help our clients anticipate how service design will evolve over the next five years and how they can capitalize on these expected changes.
    • Write four in-depth research documents per year, as well as about eight short ones, addressing top issues for our target clients.
    • Respond to inquiries from Forrester clients via email or scheduled 30-minute telephone calls.
    • Advise clients by applying Forrester’s syndicated research on CX topics to the specific issues facing their organizations.
    • Present at Forrester-sponsored and industry-related events and deliver webinars to and for clients.
    • Develop a strong online presence through usage of social media tools.
    • Provide business development support via telephone and face-to-face meetings with Forrester prospects (set up and led by Forrester’s sales teams).

    Qualifications

    • A minimum of 10 years of experience in CX or closely related fields as either a practitioner, a consultant, or a mix of the two.
    • Deep experience with CX challenges, especially in service design and customer service, working with operational and customer service teams to promote customer-centric behaviors among both frontline and behind-the-scenes employees.
    • Superior analytical, writing, and presentation skills.
    • A strong record of academic achievement: B.A. or B.S. at minimum.
    • The ability to travel 30% to 50% of the time.

     

     

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    FLSA Status:

    Exempt

     

    Forrester Research is an equal opportunity employer and is committed to providing a work

    environment that is free from all forms of discrimination, including sexual harassment.

    Data Protection

    The information provided by you in this application will be used for the purposes of recruitment and, for successful applicants only, for personnel administration and management purposes and to comply with the employer’s obligations regarding the retention of employee records. If your application is unsuccessful, Forrester Research, Inc., its subsidiaries, affiliates, and/or service providers (collectively “Forrester”) will retain your personal information on secure file solely to consider you for future recruitment opportunities.

    By submitting your resume/CV, you consent to Forrester’s retention of the information provided on a secure file for personnel administration and management purposes and/or in order to consider you for future employment opportunities and to the transfer of the information provided to:

    Forrester’s offices in the US and other countries outside the European Economic Area; and Service providers engaged by Forrester for the purposes of processing applications for employment who may be located outside the European Economic Area.

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