• Senior Analyst

    Job Location(s) AU-Sydney
    Job Category
    Research
  • Overview

    Fuel your intellectual curiosity and professional growth. Forrester is an ideas company, where smart, motivated, people bring a diversity of opinions and the courage of their convictions together 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:


    Analysts are at the core of what Forrester is and does; they are the rock stars of our business, consulting with and assisting senior business and technology leaders by driving innovative research and delivering advice through written reports, consulting, client inquiries, and speeches. As a part of Forrester’s customer experience (CX) research team in Australia, the Senior Analyst serves CX and other customer-facing professionals responsible for driving improved CX for their brand or company.

     

    To fill this high-profile and high-visibility role, we are specifically looking for a candidate with experience implementing and leading CX initiatives in Australia/New Zealand.

     

    The successful candidate is a compelling and clear writer and presenter and has a proven track record of developing strong professional relationships with senior-level CX, marketing, and digital strategy professionals across industries. The successful candidate will have a strong understanding of CX methodologies and best practices and an appetite for conducting and writing research to stay abreast of these topics. He/she will also be able to serve as a thought leader on topics ranging from measuring the financial value of CX initiatives to implementing a CX transformation program.

     

    Responsibilities

    • Develop a deep understanding of what Forrester’s clients in Australia/New Zealand require to be successful as CX professionals.
    • Conduct research on key topics that are top of mind for senior CX professionals, including CX strategy, customer understanding, CX design and delivery, CX measurement, organizational culture and employee experience (EX), and digital CX.
    • Help define the future of the CX discipline in Australia/New Zealand.
    • Write eight research documents (approximately four to six pages) per year on CX-related topics that convey new ideas in a rich business context. These reports typically include: 1) new thinking about successful CX-related best and next practices; 2) strategic CX implementation and measurement plans.
    • Consult with clients to apply Forrester’s research in the context of their specific business environments and help solve their problems through ongoing interactions.
    • Present at Forrester-sponsored and industry-related events, and deliver client webinars.
    • Establish an industry presence as an influential speaker and thinker. Build relationships with senior marketing and CX professionals as well as with the technology vendors that serve them and the journalists who cover the sector. Participate in vendor briefings and field press inquiries as necessary.

    Qualifications

    • Established CX-related work experience in Australia/New Zealand and the broader Asia Pacific region; candidates typically have formulated CX strategy and implemented CX programs.
    • Proven ability to inspire clients with forward-looking examples and best practices for improving customer experiences.
    • A strong record of academic achievement: a B.A. or B.S. at a minimum; an MBA or M.S. (or equivalent) is preferred.
    • Deep intellectual curiosity about the effect of technology on the CX landscape in Australia/New Zealand and the region and how business leaders can integrate technologies to improve CX across channels and programs.
    • Solid business instincts and a practical understanding of what makes companies tick and how CX professionals operate.
    • A creative view of markets, technologies, and attitudes, combined with a fascination with the future.
    • Superior listening, critical thinking, and writing skills as well as memorable presentation skills. Analysts are expected to take complex, disparate ideas and distil them into simple, provocative concepts — and be willing to take a stand on vendors and outcomes.
    • Fluency in English; other languages are a plus.
    • The ability to travel 25% to 40% of the time.

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    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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