• Advisor, Customer Experience

    Job Locations 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 is seeking a uniquely qualified individual for the position of Customer Experience Advisor for its Customer Experience (CX) Council within the Leadership Boards. Leadership Boards are exclusive networks of peers, analysts, and advisors connecting you with leading practices to accelerate business growth.

     

    We connect leaders to: 

     

    • A network of peers to challenge your thinking.
    • Insights and frameworks to enable you to drive business growth.
    • Forrester analysts to help you lead change.

     

    The Customer Experience Council is a collaborative program of customer experience leaders who are challenged with driving customer obsession within their organization. In a series of face-to-face and virtual meetings, members share approaches to topics such as best practices for building a CX strategy; leveraging tools and strategies to drive customer centricity; measuring customer experience; understanding customers; and designing for the customer of the future. Connecting with peers in a facilitated environment allows members to make quick and informed decisions regarding their customer experience priorities, increasing both company and personal success.

     

    Responsibilities

     

    • Manage a select group of customer experience leaders through one-on-one meetings, group peer exchanges, and various written communications. 
    • Cultivate expertise in continuously evolving customer experience best practices to challenge member thinking. 
    • Design an engagement strategy around member needs. 
    • Create content to be used for facilitating virtual and in-person member and prospect events.
    • Contribute to and develop content in a written format to distribute to members. Examples include meeting summaries, benchmarking reports, and case studies.
    • Support the planning, execution, and delivery of in-person and virtual events — from small-group peer exchange calls to memberwide in-person meetings.
    • Partner with Forrester’s sales channel regarding new members and renewing members. Proactively suggest new-business and renewal strategies and tactics.
    • Foster strong, collaborative relationships with the internal Forrester ecosystem, including our partners in sales, research, events, and consulting.

     

    Qualifications

    • Five to eight years of work experience in strategy, consulting, or a related field.
    • Experience with customer experience concepts and principles.
    • Fluency with key challenges and opportunities facing customer experience professionals.
    • The ability to create positive impressions with executives through all channels.
    • Strong analytical and problem-resolution abilities.
    • Exceptional process and project management skills.
    • Proven and polished written, verbal, facilitation, and presentation skills.
    • The ability to work effectively with a team in a fast-paced learning environment. 
    • Willingness to travel up to two weeks per quarter.
    • B.A. or B.S. degree with a strong academic record; an MBA or other advanced degree is a plus.

     

     

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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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