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Principal, Research


About the role:

Gartner Researchers support the discovery of actionable business ideas while bringing best practices, and research models to life across a broad range of world-leading clients. A Principal’s job is two-fold: they’re responsible for investigating, analyzing and writing about critical issues facing senior-level executives using qualitative and quantitative research, but they also play a key role in supporting the entire lifecycle of a research project’s evolution. In addition to executing their role autonomously, Principals coach more junior researchers to help foster their development and ensure they produce pragmatic, provocative and accurate research that benefits our clients. 

In this role, you will be a key player in the growing Customer Service and Support practice focused on helping our clients transform their organizations, processes, and technology to achieve their business, customer and employee experience outcomes. This role will enable you to explore and advance ideas in a collaborative, team-based environment. The team puts significant emphasis on an inclusive team dynamic as well as the personal and professional development of each team member.

What you will do:

  • Learn and execute Gartner's proven methodology for conducting world-class research that helps identify best practice solutions to many of today's biggest customer service challenges, including cross topics such as service and support strategy, talent, customer experience (CX), and digital channels

  • Analyze and interpret business and technology problems faced by heads of customer service using root cause analysis, hypothesis generation, survey design, bench-marking, and other qualitative and quantitative methods

  • Drive key findings from complex quantitative and qualitative datasets and use findings to develop analytically sound, logically ordered research pieces

  • Independently create and manage such key research deliverables, including: large research studies, white papers, case studies, presentations and webinars, guidebooks, templates, round-table discussions, or custom, in-bound research requests

  • Conduct and/or coordinate research interviews with senior-level executives, academics, or industry experts, and preparing research materials and summaries for the team

  • Be a key member of the Research team and contribute to entire project life-cycle - from conception to completion and presentation; improving the quality of intellectual debate

  • Closely collaborate with senior management and stakeholders, defend key ideas, and advance insights iteratively based on feedback

  • Stay abreast of key trends affecting the customer service and support function and use this knowledge to create timely and relevant research deliverables, written advice, and presentation decks..

  • Mentor, develop, and motivate more junior research members on the team

What you will need:

  • Bachelor's degree or equivalent

  • 5+ years of relevant experience and/or an advanced degree (e.g., Master’s, PhD)

  • Experience with analyzing quantitative and qualitative data

  • Strong verbal and written communication skills, with particular attention to precision of language and ability to organize information logically

  • Ability to flex communication style based on the audience

  • Demonstrated ability to teach and relay ideas through their writing

  • Ability to manage projects and drive ideas forward to advance initiatives 

  • Self-driven and can work as a part of geographically-distributed teams

  • Comfort with analyzing, synthesizing and distilling large amounts of information

  • Intellectual curiosity and dedication to mastering complex environments; Aspiration to continuously learn and improve

  • Strong organizational and stakeholder management skills

  • Ability to work both independently as well as part of a team

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 mission-critical priorities. We’ve grown exponentially since our founding in 1979 and we're proud to have over 19,500 associates globally that support over 15,000 client enterprises 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 diversity 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 +1 (203) 964-0096 or by sending an email to .

Job Requisition ID:77639

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