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Vice President of Customer Engagement

2 months ago

Stamford, Connecticut, United States Gartner Full time

About Gartner:
Gartner is a people-centric organization. Driven by expert insights, innovative ideas, and intellectual bravery, we are a collective of thinkers, doers, and lifelong learners. Our team is characterized by curiosity, determination, discipline, and humility.

Role Overview:
The Vice President of Customer Experience (CX) Strategy is a pivotal member of the Customer and User Experience (CX/UX) Platform Leadership team and the wider Global Product Management organization at Gartner. This team is responsible for overseeing the core and mobile application experiences, including notifications.

Key Responsibilities:

  • Formulate a long-term vision for the customer journey and user experience in partnership with the CX/UX Leader, ensuring a captivating and engaging experience throughout the customer lifecycle.
  • Lead initiatives that empower clients to maximize the value derived from their Gartner subscriptions, thereby enhancing overall value for Gartner. This will be achieved through:
    • Customer Journey Mapping: Create and segment detailed customer journey maps that pinpoint critical touchpoints, moments of truth, friction points, and additional opportunities to boost engagement and retention.
    • Strategic Leadership: Develop and implement comprehensive CX strategies that align with client business objectives, utilizing customer feedback, deep industry insights, and competitive analysis.
    • Data Analytics: Analyze customer behavior and retention metrics to prioritize opportunities that enhance engagement and retention.
    • Executive Communication: Craft executive-level presentations that distill complex findings and concepts into actionable insights.
  • Establish common customer experience frameworks based on input from product managers and client feedback.
  • Collaborate internally with key business units, including Global Product Management, Service & Delivery, IT, Research, and Sales Leadership, as well as externally with industry experts, vendors, and clients.
Qualifications:
  • Bachelor's degree in Business, Marketing, Technology, or a related field; MBA is highly preferred.
  • Over 12 years of progressive business and leadership experience, including significant exposure to customer experience organizations within product management.
  • Proven strategic leadership skills with a track record of optimizing existing business models.
  • Comprehensive understanding of client needs, opportunities, and challenges, particularly regarding digital and user/customer experience.
  • Exceptional communication skills with the ability to influence cross-functional teams, including IT, Research, Service, and Sales.
  • Ability to simplify complex ideas into clear, concise value propositions.
  • Proficient in managing projects in a dynamic environment with challenging deadlines.
  • Demonstrated entrepreneurial spirit and agile leadership, along with strong problem-solving capabilities.
  • Familiarity with lean product and design thinking methodologies is desirable.
Benefits:
  • Competitive salary and a generous paid time off policy.
  • Comprehensive medical, dental, and vision plans.
  • Parental leave and employee assistance programs.
  • 401K matching and additional benefits.
  • A collaborative and inclusive culture that values diversity.
  • Opportunities for professional development and growth.