About the role:

We’re seeking a Senior Director Analyst to help clients shape their customer service and support AI strategy. As a member of our Customer Service and Support expert team, you’ll advise heads of service and support on AI and agentic technologies—including AI agents, chatbots, voice AI, and other employee or customer-facing channels—to optimize service and support operations, enhance customer experiences, and drive tangible business results. The ideal candidate will have experience leading AI and automation transformation initiatives (such as LLM-powered agents, advanced chatbots, and agent orchestration platforms) within customer service and support environments. Candidates must also be comfortable creating written, customer-facing deliverables and must be able to clearly communicate their insights and recommendations to an executive client audience.

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