Senior Advisor, Customer Experience

US-MA-Cambridge
Category
Advisory - Leadership Boards

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's Customer Experience (CX) Council, part of our Leadership Boards, is looking for a Senior Advisor to join a dynamic and continuously fast growing global team. As a Senior Advisor, you’ll have the opportunity to guide and influence business decisions of strategic importance to the CX Council members you support.The CX Council is a powerful decision-making tool that gives senior executives an edge. CX is a huge growth area, and Forrester is at the very heart of this growth in the age of the customer. Our advisors enable our Council members to harness the insights and experience of their CX Council peers for validation and best practices; as well as deliver the best of Forrester’s forward-looking research to help leaders anticipate what’s next, and why.Our advisors speak the language of CX and specific industry verticals and use their deep knowledge of both Forrester’s resources and how business works to design the moments where leaders inspire leaders. Strong candidates are high performers with over eight years of related work experience.

Responsibilities

  • Influence customer experience leaders’ most important decisions by providing the right recommendations and resources at the right time, in the context of your in-depth understanding of their business and CX priorities.
  • Facilitate provocative exchanges among senior business leaders that enable them to challenge thinking and lead change within their organizations.
  • Build sustained, trusted relationships with your specific CX Council member base.
  • Focus on CX practitioner and industry priorities relating to Healthcare (Healthcare insurance, Healthcare delivery, Life sciences) and across marketing and strategy disciplines to build client knowledge and credibility quickly.
  • Deliver in-person client experiences that inspire.
  • Fuel the growth of the Customer Experience Council by engaging in business development with our sales channel, with a specific focus on
  • Be an inspiring member of our highly effective and closely collaborative Customer Experience Council team across North America, Europe, and Asia Pacific.

Qualifications

  • Eight-plus years of customer experience practitioner, consulting or related marketing and strategy experience.
  • Formal presentation and facilitation skills.
  • Experience coaching, guiding, and influencing senior business executives.
  • Strong leadership skills, including a track record of increasing responsibility and career growth.
  • Exceptional communication skills with senior audiences across all channels.
  • The ability to apply a structured approach to identifying, analyzing, and framing executive challenges.
  • Fluency in the key challenges and opportunities facing customer experience professionals.
  • Experience in the Healthcare industry is highly preferable, but not essential, for an outstanding candidate.
  • Impeccable process, project management, and time management skills.
  • A commercial mindset to support business development and growth.
  • The ability to form close partnerships with colleagues in sales, research, product, and other parts of the Forrester ecosystem.
  • The willingness to travel up to two weeks per quarter.
  • A B.A. or B.S. degree with a strong academic record; an MBA or other advanced degree is a plus.

Strong candidates are:

  • Passionate about customer experience.
  • Passionate about delivering excellence to clients.
  • Business-focused.
  • Creative
  • Collaborative
  • Highly articulate.
  • Self-motivated.
  • Entrepreneurial
  • Intellectually curious.

 

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FLSA Status:

Exempt

 

Forrester Research, Inc. is an Equal Opportunity/Affirmative Action Employer that is committed to equal employment opportunity for all qualified individuals without regard to race, color, religion, national origin, ancestry, sex, age, disability, sexual orientation, gender identity and expression, marital status, genetic information, military service, veteran status, or any other status protected by applicable law. Minorities, Women, Individuals with Disabilities, and Veterans are especially encouraged to apply.

 

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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