• Vice President, Digital Customer Experience

    Job Locations US-MA-Cambridge
    Category
    IT/Technology Management
  • 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:

    The Vice President, Digital Customer Experience role is an amazing opportunity to lead Forrester's customer-facing digital CX into a new and exciting direction.

    You will help us transform our digital presence, the value it provides, and our business dynamics. As opposed to just running an engine or an operation, this is a distinctly unique opportunity to fundamentally redesign and reconstruct how we show value to our customers across all our content and products. If you really understand what digital business transformation means, this is one of the most exciting opportunities that you will ever come across!

     

    As part of the technology management team, reporting directly to the chief business technology officer, you will work across the entire company to bring together siloed value, introduce new technologies and experiences, and provide new value. This is not just about a look-and-feel change; you will lead a transformation that changes the nature of how our value is consumed.

     

    Innovation must be a core part of your DNA. You will be a leader of change inside and out, working with staff as well as directly with clients.

    Responsibilities

    The ideal candidate will have demonstrated success in the following areas:

    • Devising and executing transformative digital content experience strategies.
    • Innovation: having not just a great innovative mindset, but also the ability to lead and execute on innovative ideas.
    • Customer obsession: having the mindset and toolbox to understand exactly what customers need and want — with respect to not just what we deliver customers today, but also what we could delight them with tomorrow.
    • Leading and working with cross-functional teams in support of business priorities.
    • Leading and driving change and innovation against the headwinds of existing culture, processes, and incentives and across multiple departments.
    • Solving problems quickly, thinking strategically, and driving data-driven decision making.
    • Generating and communicating strategic analysis and business insights.
    • Third-party relationships and innovative partnerships — being customer obsessed can sometimes mean partnering with another company to deliver a stronger value proposition than Forrester could achieve alone.
    • Working in design-thinking, Lean startup, and Agile development frameworks or the like.
    • The ability to be "scrappy" — someone who can piece together “good enough” solutions to get them out to clients faster and to learn from them.

    Qualifications

    • A., B.S., or master’s degree in related field; 10-plus years’ job experience.
    • Demonstrated experience and formal training/education with user-centered design principles and practices and Agile, Lean startup, and design-thinking methodologies.
    • Demonstrated experience and formal training/education with information architecture, UX, and experience design principles and practices.
    • Demonstrated experience in change management; formal training/education preferred.
    • Experience with cutting-edge digital content and publishing practices and strategies.
    • Superior presentation skills.
    • The ability to interact successfully across all levels within the organization, including the CEO.
    • Proven success as an individual contributor, as well as a track record of strong positive teamwork, proactive collaboration, and effective problem resolution.
    • Someone who is inspirational and visionary and can bring along others with positivity and energy.
    • Excellent communication, flexibility, and time management skills.

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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.

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