• Sr Advisor, CX

    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. 

    About This Role:

    Forrester’s customer experience council advises senior leaders on how to best build and embed customer experience competencies into the strategies and operations of their organizations to become customer obsessed. Forrester provides a unique, big-picture perspective on customer experience through our in-depth research, proven expertise, and partnership with clients. As a Senior Advisor, you’ll help clients boost their organization’s strategy, execution, and growth using your experience, Forrester research, and council member insights. You will regularly work with clients to understand their challenges, businesses, and markets and advise them on how to best take action.


    • Client advisory: Interact with clients (in person and virtually) to connect research findings to their challenges, enabling them to build consistent, successful customer experience programs.
    • Research participation: Collaborate with research colleagues and bring the voice of the customer in research conceptualization and creation.
    • Data gathering: Work with various organizations in collecting key data about their priorities and operations to contribute to Forrester’s offerings.
    • Facilitation: Facilitate virtual and in-person council events, leveraging Forrester’s research to create client engagement.
    • Drive peer engagement: Accelerate interaction among peer council members, allowing peer insights and shared learning.
    • Council development: Work with other members of the council, product team, and sales and customer success partners to retain and grow council members.


    • Ten-plus years of experience in leading internal customer experience transformations or supporting strategic clients at an agency or consultancy.
    • Background in some or all the following areas: customer research, human-centered design, change management, employee enablement, and CX measurement.
    • Ability to work with senior leaders, build relationships, diagnose needs, solve problems, and identify relevant resources to enable clients achieve tangible results.
    • Ability to engage a senior audience; a strong presenter and facilitator.
    • Exceptional writing, communication, and analytical skills.
    • Excellent collaboration and cross-functional partnership skills.
    • Willingness to travel up to 20% of the time.

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    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.


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