• Analyst, Customer Experience

    Job Locations US-MA-Cambridge
  • 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) research group serves professionals who are responsible — in whole or part — for customer experience initiatives at their companies. Our clients work mostly at large companies and have titles like vice president of customer experience, director of customer experience, chief marketing officer, or chief executive officer. Sometimes they have more specialized titles such as creative director or manager of usability. Our research spans interactions within channels like the web, phone (call centers), IVR, retail environments, and kiosks, as well as interactions that go across those channels.


    Our new Analyst will conduct primary and secondary research in support of Forrester’s customer experience products and research. She or he must possess the intellectual curiosity and energy to maintain current knowledge of best practices for specific topic areas like customer experience strategy, customer understanding, user-centered design, customer experience governance, customer experience measurement, or building a customer-centric culture.


    Our new CX Analyst works as part of a small but global team and collaborates with other team members in all aspects of the job. She or he will:

    • Develop a deep understanding of what Forrester clients require to be successful as customer experience professionals.
    • Conduct research into all aspects of the responsibilities of the customer experience professional, including how to benchmark the customer experience of a channel or an entire company, how to make the business case for funding customer experience initiatives, and how to transform the business to be more customer-centric.
    • Help define the future of customer experience as a business strategy by painting an accurate, forward-looking view of how it will evolve and what results it can produce.
    • Write three to four long research reports per year that analyze current best practices or convey new ideas in a rich business context.
    • Write 10 short research reports per year on industry events, technology happenings, and user trends.
    • Consult with clients to apply Forrester’s research in the context of their specific business environment and help solve their problems.
    • Provide telephone and email inquiry responses to queries placed by Forrester clients.
    • Provide presales support via telephone and face-to-face meetings with Forrester prospects as arranged by Forrester’s sales and marketing teams.
    • Present at Forrester-sponsored conferences, briefings, and webinars.


    • Three or more years of responsibility as a practitioner, designer, or consultant in the field of customer experience.
    • Strong academic record of achievement; M.S. degree or equivalent experience is preferred.
    • Excellent verbal, written, presentation, and computer skills.


    Explore #ForresterLife on:








    FLSA Status:



    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.




    Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.
    Share on your newsfeed

    Need help finding the right job?

    We can recommend jobs specifically for you! Click here to get started.