Senior Director Analyst, AI Strategy – Customer Service & Support

Gartner

Senior Director Analyst guiding clients on their AI strategy within customer service and support. Engaging with executives to optimize operations and drive business results.

Posted 5/22/2026full-timeRemote • Texas • 🇺🇸 United StatesSenior💰 $172,000 - $202,500 per yearWebsite

Tech Stack

Tools & technologies

AWSServiceNow

About the role

Key responsibilities & impact

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
Lead research projects requiring the coordination of colleagues and resources
Meet with clients and prospects to provide actionable advice 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

Requirements

What you’ll need

12+ years of relevant function experience
Demonstrated experience leading AI and automation transformation initiatives (such as LLM-powered agents, advanced chatbots, and agent orchestration platforms)
Subject matter expertise in customer service and support AI use cases and implementation
Experience with 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
Executive presence and ability to establish credibility with executives and stakeholders
Strong written and verbal proficiency, analytical and presentation skills
Ability to work independently and remotely while collaborating across teams in a multicultural global team
Strong organizational and project management skills

Benefits

Comp & perks

Generous PTO
401k match up to $7,200 per year
Opportunity to purchase company stock at a discount

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

AI transformationautomation initiativesLLM-powered agentsadvanced chatbotsagent orchestration platformscustomer service AI use casesimplementation of AI solutionsproject management

Soft Skills

executive presencecredibility establishmentstrong written proficiencystrong verbal proficiencyanalytical skillspresentation skillsindependent workcollaborationorganizational skills