• Senior Analyst, CX Index

    Job Locations US-MA-Cambridge | US-NY-New York | US-CA-San Francisco
    Category
    Advisory - Data
  • 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:

    The Customer Experience Index (CX Index™) product team supports our clients with the most complete and powerful proprietary CX tool in the market today. The CX Index evaluates over 600 brands across 15 industries in North America, Europe, and Asia. It gives our clients a deep and actionable understanding of the quality of their customer experience; competitive benchmark data so that our clients know how they stack up against their peers; and the ability to model which improvements will have the biggest impact on our clients’ revenue.

    The Senior Analyst is a critical member of the CX Index product team, whose responsibilities include supporting our clients, advising them on how to improve the quality of their customer experience, and guiding them on how to transform their organization around the customer. This will be achieved by analyzing CX Index data and delivering actionable advice through client inquiries and engagements as well as written deliverables and reports.

    The ideal candidate is an expert in the customer experience space and has deep understanding of the challenges that companies face today in the age of the customer. This individual must stay abreast of these issues, link them to our CX Index data and insights, and advance our thought leadership in this space. The successful candidate will also play an integral role in guiding and supporting future innovations of the CX Index product globally.

    Responsibilities

    The Senior Analyst works as part of a growing, high-performance team of other analysts, researchers, and program managers and collaborates with team members in all aspects of the job.

    • Creates and maintains trusted relationships with our CX Index clients while fueling their thinking, coaching and advising them, and delivering actionable recommendations.
    • Develops high-quality, visually engaging deliverables that are presented to executives and their teams that discuss appropriate and tactical CX recommendations and best practices based on the CX Index data.
    • Leads the CX Index engagement program for assigned clients, uncovers new ways to evolve the program, addresses any challenges or issues uncovered during the engagements, and ensures that it delivers value to our CX Index clients.
    • Participates in our initiatives to identify new areas of inquiry with our CX Index data that will add incremental value to our clients.
    • Develops impactful reports and/or deliverables that showcase the CX Index data and our thought leadership.
    • Contributes to the evolution and expansion of the CX Index line of products based on CX thought leadership, client feedback, and unmet needs.
    • Creates strong partnerships with Forrester’s CX research analysts and consultants to keep abreast of CX research, best practices, and thought leadership and to identify how to align and integrate them with the CX Index product.
    • Identifies and supports the multiple ways to advocate for the value of the CX Index framework through conference presentations, webinars, blogs, and media/press interviews.
    • Supports the CX Index product team and associated sales team in achieving its revenue goals as well as in answering inquiries about CX Index with clients and prospects.

    Qualifications

    • A strong academic record of achievement; a master’s degree in social science or an MBA is strongly preferred.
    • A minimum of three to six years of domain experience with customer experience practices and principles.
    • Significant knowledge of the challenges companies face and the appropriate best practices to leverage that can improve their CX — both in the B2C and B2B spaces.
    • Strong analytical capabilities with good understanding around statistical analyses, especially regression modeling.
    • A working knowledge of R and/or SPSS is required.
    • Demonstrated ability to articulate advanced analytic results to a nonquantitative business audience.
    • Significant experience and skills in preparing top-quality, actionable deliverables and in delivering dynamic and engaging presentations to executives and the C-suite.
    • Experience with qualitative methods such as online communities and social listening tools, in-person focus groups, or digital qualitative techniques is a plus.
    • An insatiable intellectual curiosity combined with superior problem-definition and problem-solving skills.
    • The ability to work independently without day-to-day supervision.
    • The ability to collaborate effectively with others in high-pressure situations and handle multiple tasks.
    • Sharp attention to detail and high personal quality standards.
    • The ability to travel 15% to 25% of time.

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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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