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Director Analyst, Customer Service & Support Operations and CX (Remote Europe)

Remote - United Kingdom

Job Description:

About the Gartner Customer Service & Support Leaders Practice

The Gartner for Customer Service & Support Leaders Practice is synonymous with frame-breaking research for service and support leaders on initiatives including, but not limited to, strategy and leadership, digital and self-service customer service, talent and operations, and CX and VoC. The team works with 500+ client organizations, spanning every major industry vertical, across the world. Our research helps service and support leaders, and their direct leadership teams address their unique challenges by relying on original primary research, benchmarks, insights, and analysis delivered through an analyst & advisory model.

We’re looking for a Director of Customer Service & Support Operations and CX who is well-versed in helping Leaders transform Customer Service & Support, achieve operational excellence and best-in-class CX. The successful candidate will have demonstrated experience with progressive operations’ practices and leading actionable CX programs.

About This Role
Analysts create must have insights for our clients through published research and client interaction. You will meet with clients every day: on the phone, in a videoconference, from the stage at a Gartner event or face-to-face during a sales support visit. In every client interaction you will help clients solve difficult puzzles that lead to better performance.

What You’ll Do

  • Research and represent thought leadership and advise Service and Support Leaders and their leadership team on:

    • modernizing customer service operations,

    • transforming contact centers with technology,

    • automating service processes, and

    • innovating CX strategy and measurement

  • Deliver high quality actionable advice through face-to-face and video-based presentations and discussions with clients

  • Remain ahead of the curve on developments and issues within these specified areas as well as applicable adjacent areas

What You’ll Need

  • 10+ years of experience overseeing and working in a Customer Service and Support leadership role

  • Subject matter expertise in Customer Service operations, with the ability to demonstrate understanding of how to help leaders develop progressive operations’ practices and implement solutions to meet their specific business needs

  • Strong business and financial acumen as well as analytical skills

  • Bachelor's or equivalent experience, Master's degree preferred

  • Ability to conduct occasional travel, regionally and globally

Who You Are

  • To thrive in this role, it helps if you are obsessed with your topic! Gartner analysts are correctly viewed as THE experts. This means you need to know your markets, vendors, trends, management practices, etc. and be able to see the forest and the trees.

  • Excellent collaborator with the ability to quickly build rapport and gain client trust

  • Confident presenter with a high level of executive presence (prior experience with speaking engagements is a plus)

  • Analytical thinker with the ability to process information quickly and make actionable recommendations

  • Willing to challenge conventional norms and views


Who are we?

Gartner delivers actionable, objective insight to executives and their teams. Our expert guidance and tools enable faster, smarter decisions and stronger performance on an organization’s most critical priorities. We’ve grown exponentially since our founding in 1979 and we're proud to have nearly 16,000 associates globally that support our 14,000+ clients in more than 100 countries.

What makes Gartner a great place to work?

Our teams are composed of individuals from different geographies, cultures, religions, ethnicities, races, genders, sexual orientations, abilities and generations. We believe that a variety of experiences makes us stronger—as individuals, as communities and as an organization. That’s why we're recognized worldwide as a great place to work year after year. We've been recognized by Fortune as one of the World’s Most Admired Companies, named a Best Place to Work for LGBTQ Equality by the Human Rights Campaign Corporate Equality Index and a Best Place to Work for Disability Inclusion by the Disability Equality Index. Looking for a place to turn your big ideas into reality? Join #LifeAtGartner

What we offer:

Our people are our most valuable asset, so we invest in them from Day 1. When you join our team, you’ll have access to a vast array of benefits to help you live your life well. These resources are designed to support your physical, financial and emotional well-being. We encourage continued personal and professional growth through ongoing learning and development opportunities. Our employee resource groups, charity match and volunteer programs keep you connected to your internal Gartner community and causes that matter to you.

The policy of Gartner is to provide equal employment opportunities to all applicants and employees without regard to race, color, creed, religion, sex, sexual orientation, gender identity, marital status, citizenship status, age, national origin, ancestry, disability, veteran status, or any other legally protected status and to affirmatively seek to advance the principles of equal employment opportunity.

Gartner is committed to being an Equal Opportunity Employer and offers opportunities to all job seekers, including job seekers with disabilities. If you are a qualified individual with a disability or a disabled veteran, you may request a reasonable accommodation if you are unable or limited in your ability to use or access the Company’s career webpage as a result of your disability. You may request reasonable accommodations by calling Human Resources at 203-964-0096 or by sending an email to

Job Requisition ID:53291

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