Senior Analyst, CX

Job Locations US-MA-Cambridge | US-CT-Norwalk | US-NY-New York | US-VA-McLean | US-TN-Nashville | US-TX-Austin | US-TX-Dallas | US-CA-San Francisco | US-PA-Philadelphia | US-NC-Charlotte | US-NC-Raleigh | ...

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:

Senior Analysts are responsible for conducting innovative research and delivering advice through written reports, consulting, client inquiries, guidance sessions, and speeches. As a member of Forrester’s customer experience research team, this Senior Analyst will write research for leaders who are responsible for the success of their firms’ customer experience practice, combining insights derived from both qualitative interviews and quantitative survey data.


The successful candidate for this role will be part of a team that creates research and downloadable tools for Forrester’s “Measure CX and Prove ROI” priority within the customer experience service. This individual will write for, present to, and advise about Forrester’s customer experience research and, with expertise in voice-of-customer programs and customer experience measurement, will advise our clients on how to connect customer perceptions to business outcomes such as increased revenue and lower costs.


Candidates need a strong understanding of the issues facing data-driven CX and marketing executives today and an appetite for conducting and writing research to stay abreast of those issues. They must possess a passion for conducting and writing research on these topics with curiosity, business practicality, and prescriptive advice.


Job Description:

Through your published work and one-to-one guidance sessions, you’ll help our clients:

  • Pick the right beacon metric for their business.
  • Architect their CX measurement systems.
  • Design better surveys.
  • Go beyond surveys by capturing and analyzing unstructured data.
  • Prove the business impact of CX improvement efforts.
  • Create closed loop processes.
  • Select the right customer feedback management platform.


Job Requirements:

  • A strong academic record; a BA or BS degree at minimum.
  • At least five to 10 years’ practical experience in CX.
  • Business acumen that includes willingness to dive into financials.
  • Superior analytical, writing, and presentation skills.
  • The ability to travel 20% to 30% of the time (post-pandemic).


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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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