Principal Analyst — Enterprise CX Transformation

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About This Role:

Were seeking a Principal Analyst inspired by the future of customer experience (CX) transformations and the executives who lead this role youll examine how senior CX leaders build and operate cutting-edge CX programs and drive enterprisewide customer-led innovation amid the rise of AI and volatility. Youll conduct visionary original research that helps senior CX executives across industries build the experiences and CX programs of the future and youll advise these leaders on how to customize and implement your findings.

Were looking for a collaborative leader with a confident voice who can guide CX executives speak to the press and deliver high-impact workshops and keynote presentations. The ideal candidate is a prominent transformational CX leader ideally with experience in more than one industry with an approach that is both analytically rigorous and action-oriented. Above all youll demonstrate a passion for helping to create the future of customer experiences and the CX discipline.

Job Description:

• Content planning: Determine a visionary integrated research and content portfolio based on clients top initiatives and market opportunities.
• Research: Conduct and analyze primary research based on your content plan.
• Publishing: Write/produce content in various formats (reports blog posts data snapshots podcasts short-form video etc.).
• Client engagement: Apply Forresters research and frameworks to help clients solve business challenges through short- and long-term guidance.
• Thought leadership: Expand your presence as an influential speaker and thinker. Talk with the press present at Forrester and other external events and deliver client presentations both virtually and in person.
• Coverage development: Evolve and productize your coverage and work with the Forrester ecosystem to evangelize it with clients and prospects.

Job Requirements:

• At least 10 years experience in senior-level B2B B2B2C or B2C CX roles.
• Experience in leading enterprisewide CX transformations.
• Experience in at least two functional areas of CX writ large such as experience or service design measurement/analytics tech customer service strategy etc.
• Expertise in creating and operating cutting-edge CX functions that drive business results.
• An understanding of the key issues facing CX leaders and organizations today such as score obsession the need to drive action and the promise and peril of AI etc.
• Success in influencing C-suite executives and advising on strategic initiatives.
• Established industry presence as an influential speaker and thought leader.
• Exceptional business acumen that shows up in your analyses writing and presentations.
• The ability to craft a bold conceptual vision and translate it into practical actions.
• A collaborative mindset and commitment to working as part of an integrated team.
• Willingness to travel more than 25% of the time.

Please note that the base salary range indicated here is inclusive of all applicable US geographies listed in this requisition with the exception of New York City and Georgia. This salary range is based upon the position as described in the job listing. The offered compensation may vary within this range and is dependent upon the successful candidates primary work location experience training education and credentials.

Base salary range: $141000 - $229000

Base salary range for Georgia: $126000 - $206000

Base salary range for New York City NY: $161000 - $263000

For employees based in Washington State the percentage listed here is an estimated bonus target as a percentage of base salaryin accordance with the Forrester Employee Bonus plan. Individual and company performance as well as other eligibility criteria will determine the actual incentive amount.

Bonus target: 15%

For information on benefits please visit: application deadline is August 30 2026. Please refer to the job posting on careers page if the deadline has been extended.

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