VP, Customer Experience (CX) Strategy

Gartner is a people business. Fueled by expert analysis, bold ideas, and intellectual courage, we are a team of thinkers, doers, and lifelong learners. We are innately curious, driven, disciplined and humble. 

The VP, Customer Experience (CX) Strategy is a member of the Customer and User Experience (CX/UX) Platform Leadership team and broader Global Product Management organization at Gartner. The Customer Experience Platform team oversees the core Gartner.com and mobile app experience, inclusive of notifications. 

The VP, CX Strategy will partner with the CX/UX leader to create a mission for the customer journey and user experience, developing and implementing future focused CX/UX roadmaps and strategies that drive growth and retention. Using design thinking and lean product principles, this role will contribute heavily to the transformation of Gartner’s digital experience that helps clients solve mission critical priorities while providing an effortless, client-centric, experience.

The ideal candidate will be a bold, creative customer and user experience leader who will be laser-focused on understanding our clients’ current and future needs. They will be relentless in the pursuit of providing a world-class digital customer experience. Come join us in building something great!

What you’ll do:

• Develop a long-term strategy for the customer journey/user experience, in collaboration with the CX/UX Leader, to provide a compelling, and engaging customer experience across the customer journey.
• Drive strategy to facilitate experiences that enable our clients  to get the most value from their Gartner subscriptions, and help increase the overall value to Gartner. Successful candidate will do this through:
  • Customer Journey Mapping: Design and segment detailed customer journey maps that identify critical touchpoints, moments of truth, points of friction and identify additional opportunities to increase engagement and retention.
  • Strategic Leadership: Develop and execute comprehensive CX strategies that align with our clients’ business goals and objectives, leveraging voice of customer, deep industry insights and competitive analysis. 
  • Leveraging Analytics: Leverage customer behavior and retention data to help prioritize opportunities which help drive engagement and retention
  • Develop executive-level storytelling presentations, simplifying complex findings and concepts to drive action and decision making. 
• Develop common customer experience building blocks, based on requirements from product managers & feedback.
• Internal: work cross-functionally with key Business Units including, but not limited to Global Product Management, Service & Delivery, IT, Research and Sales Leadership Team.  External: Industry experts, vendors and potentially clients. 

What you’ll need:

• BA in Business, Marketing, Technology or in a relevant discipline. MBA is highly preferred.
• 12+ years of progressive business and leadership experience to include experience within product management area with significant exposure to customer experience organizations. 
• Strategic leadership skills with demonstrated ability to optimize existing business models.
• In depth understanding of the needs, opportunities, and challenges facing clients, specifically related to digital, user/customer experience. 
• Executive level communication with the ability to influence cross-functional teams including IT, Research, Service and Sales. 
• Ability to synthesize complex ideas into simple, concise value statements and core messages.
• Must be able to work in a dynamic environment with challenging deadlines and demonstrate outstanding project management skills.
• Demonstrated entrepreneurship and agile leadership, as well as strong problem-solving skills.
• Exposure to lean product and design thinking methodologies desirable

What you will get:

• Competitive salary, generous paid time off policy, charity match program, Medical, Dental & Vision Plans, Parental Leave, Employee Assistance Program (EAP), 401K matching and more!
• Collaborative, team-oriented culture that embraces diversity 
• Professional development and unlimited growth opportunities

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Who are we? 

At Gartner, Inc. (NYSE:IT), we guide the leaders who shape the world.

Our mission relies on expert analysis and bold ideas to deliver actionable, objective insight, helping enterprise leaders and their teams succeed with their mission-critical priorities.

Since our founding in 1979, we’ve grown to more than 20,000 associates globally who support ~15,000 client enterprises in ~90 countries and territories. We do important, interesting and substantive work