Analyst, CX

Job Locations US-MA-Cambridge | US-VA-McLean | US-NY-New York | US-TN-Nashville | US-TX-Austin | US-CA-San Francisco | US-CT-Norwalk | US-TX-Dallas | US-PA-Philadelphia | US-WA-Seattle | US-IL-Chicago | ...
Category
Data - Analytics

Job Description

Our job is to be bold at work.

It starts with an insatiable curiosity about clients, colleagues, and the future. At Forrester, we believe curiosity powers progress. Forresterites brings a diversity of opinions and the courage of their convictions to collaborate on the ideas and initiatives that change the course of business. As a trusted advisor to the most influential companies in the world, we live at the nexus of what’s next.

About This Role:

The Customer Experience Index (CX Index™) evaluates the quality of experiences that more than 500 brands across 14 industries in North America, Europe, and Asia deliver. It gives our clients an understanding of the quality of their customer experience; an assessment of their customers’ loyalty; a competitive benchmark; and the ability to model which improvements will have the biggest impact.

 

The Analyst for the CX Index team leads Forrester Decisions and CX Index clients with CX Index Guidance Sessions in providing data, insights, and recommendations necessary to define, plan, and implement impactful CX improvement projects based on the CX Index data analysis results.

 

Our ideal candidate is an expert in the customer experience space with a deep understanding of the challenges that companies face and is up to date with CX issues, links them to CX Index data and insights, and advances our CX thought leadership.

Job Description:

The Analyst works as part of a growing, high-performance team of other analysts, data scientists, and program managers. They collaborate with team members in all aspects of the job. The Analyst:

  • Advises Forrester Decisions and CX Index clients by providing insights and actionable recommendations based on CX Index data analysis.
  • Develops high-quality deliverables presented to senior leaders and their teams.
  • Participates in initiatives to identify new areas of inquiry with our CX Index data that add incremental value to Forrester Decisions clients.
  • Leads the CX Index Engagement Program for assigned clients, ensures that it delivers value, and addresses any challenges or issues uncovered during the engagements.
  • Creates strong partnerships with Forrester’s CX research analysts and CX consultants to keep track of CX research, best practices, and thought leadership.
  • Identifies and supports multiple ways to advocate for the value of the CX Index framework through conference presentations, webinars, blogs, and media/press interviews.

Job Requirements:

  • A bachelor’s degree and a strong academic record; a master’s degree in social science or an MBA is highly preferred.
  • At least two to four years’ domain experience with customer experience practices and principles.
  • History of excellent, positive teamwork; proactive collaboration; and highly effective problem resolution skills.
  • Significant knowledge of the challenges that companies face and the best practices that can improve their CX — both in the B2C and B2B spaces.
  • Sharp analytical capabilities; a good understanding of statistical analyses, especially regression modeling. A working — but not advanced — knowledge of R and/or SPSS.
  • A demonstrated ability to articulate advanced analytic results using simple, business-focused stories to a nonquantitative business audience.
  • In-depth experience and skills in preparing top-quality, actionable deliverables and giving dynamic and engaging presentations to executives and the C-suite.
  • Keen attention to detail and organization; the ability to manage and execute multiple delivery engagements simultaneously.
  • The ability to travel up to 10% 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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