PRINCIPAL, RESEARCH

Description Principal, Research – Customer Service & Support Practice We are seeking a Principal, Research to create research that helps Head of Customer Service drive success at their key priorities. This role enables you to explore your intellectual curiosity in a collaborative, team-based environment.  You will be offered robust training, support and coaching to achieve career success and develop research skills.
What you will do.
As a Principal you will lead or partner with a team to write research that solves the critical challenges of Head of Customer Service.
On the team, you will.
Lead research through Gartner’s proprietary research process including hypothesis generation, primary research, and qualitative analysis.
Write research across areas of customer service such as Customer-Led Growth Strategies, Service and Support Channel Strategy, Service and Support Talent and Operations, etc.
Write research in form of articles, webinars, conference presentations, tools, guides, playbooks, business case, etc.
that help specific client needs from strategy design to execution.
Conduct phone interviews with Customer Service executives to identify their most pressing business challenges, test research hypothesis, and discover best practices.
Analyze qualitative inputs from clients and expert calls and use quantitative analysis to design framework, storyboard, or models that will aid in writing the research.
Present research findings to senior Gartner managers and client companies globally to get feedback and improve your research.
Review work of and provide coaching to fellow researchers on their research projects.
Who you are.
We are looking for creative, analytically strong, articulate and self-motivated individuals who would like to develop a strong knowledge of the terrain along with building consultative problem-solving skills.
Unlike management consulting, investment banking, or law, our strategic research positions do not depend on a special appetite or aptitude for sales or business development.
Our search for talent is cantered, without exception, on the ability to run deep on a logical, philosophical, or economic problem and resurface with rigorous original insight.
Some of the shared characteristics of our successful hires include.
Strong appetite to dive deep into a given content terrain to develop expertise and distil key findings.
Ability to gather, analyze, restructure, identify and create original insights from qualitative and/or quantitative data.
Strong oral and written communication skills, with particular attention to precision of language and ability to organize information logically.
Proven competence for meeting deadlines, multi-tasking and managing work under ambiguity/uncertainty (e.
., changing factors, limited information) Experience creating graphical representations of data Excellent communication and project management skills Experience communicating complex data through relevant means to senior leaders Aspiration to constantly learn and improve.
What you will need.
MBA or Master's degree in fields such as management, marketing, social science, sociology, psychology, etc.
5 - 7 years of research experience in conducting primary and secondary research utilizing qualitative and quantitative data Ability to articulate complex ideas effectively with succinct communication skills.
Project management and communication skills (projects involve multiple internal teams) with ability to meet research milestones and deadlines.
Interest in researching customer service and support related topics What you will get.
Competitive salary, generous paid time off policy, charity match program, and more! Group Medical Insurance, Parental Leave, Employee Assistance Program (EAP) Collaborative, team-oriented culture that embraces diversity.
Professional development and unlimited growth opportunities Who are we?   At Gartner, Inc.
(NYSE.
T), 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 , we’ve grown to more than associates globally who support ~ client enterprises in ~90 countries and territories.
We do important, interesting and substantive work that matters.
That’s why we hire associates with the intellectual curiosity, energy and drive to want to make a difference.
The bar is unapologetically high.
So is the impact you can have here.
What makes Gartner a great place to work?   Our sustained success creates limitless opportunities for you to grow professionally and flourish personally.
We have a vast, virtually untapped market potential ahead of us, providing you with an exciting trajectory long into the future.
How far you go is driven by your passion and performance.
We hire remarkable people who collaborate and win as a team.
Together, our singular, unifying goal is to deliver results for our clients.
Our teams are inclusive and composed of individuals from different geographies, cultures, religions, ethnicities, races, genders, sexual orientations, abilities and generations.
We invest in great leaders who bring out the best in you and the company, enabling us to multiply our impact and results.
This is why, year after year, we are recognized worldwide as a great place to work.
What do we offer?   Gartner offers world-class benefits, highly competitive compensation and disproportionate rewards for top performers.  In our hybrid work environment, we provide the flexibility and support for you to thrive — working virtually when it's productive to do so and getting together with colleagues in a vibrant community that is purposeful, engaging and inspiring.
Ready to grow your career with Gartner? Join us.
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artner.
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