VP, Executive Partner - Customer Experience

Phase2 Technology; Chicago (IL); On-site; USD 180,000 - 294,000; Full time

Benefits offered by this job

Annual bonus potential of 15%

Equal Employment Opportunity Employer

Job summary

Forrester Research, Inc. is seeking a strategic Executive Partner to advise executives on customer experience strategies at large organizations. This role requires at least 15 years of leadership experience, strong collaboration skills, and the ability to engage with C-suite clients effectively.

The Executive Partner is accountable for client satisfaction, ongoing engagement, and new business growth, emphasizing the company’s commitment to customer obsession and excellence in service.

Qualifications

• At least 15 years of experience in customer experience leadership roles.
• Intimate familiarity with CX and digital best practices.
• Professional presence to positively engage C-suite executives.

Responsibilities

• Serve as a strategic business advisor to VIP clients.
• Engage clients to understand key initiatives and realize business outcomes.
• Build client engagement plans for ongoing value delivery.

Skills

Client service experience with executives at large organizations

Collaboration skills

Presentation skills

Job description

At Forrester, we're trusted to work on trailblazing, mission critical problems that business and technology leaders face today. That's why we're always looking to empower talented individuals to perform at their best every single day. We're proud of our community of smart people and vibrant voices who come together to do what's right by our clients and each other. Our success is driven by curiosity, courage and customer obsession. The confidence and drive to be bold at work. Join us and build an extraordinary future.

About This Role

Forrester Research is seeking an Executive Partner to work with executives in customer experience and digital leadership roles who are responsible for driving strategies that put customers at the center of their organization's leadership, strategy, and operations to maximize growth. Forrester's VIP service tier meets the unique needs of clients that drive or influence customer experience, marketing and digital business, who are typically the most senior leaders focused on delivering exceptional customer experiences at $1B-plus organizations. These clients have overall responsibility for leading the shift to customer obsession, defining a customer experience that aligns with the brand promise, and establishing the customer‑centric strategy and operating model to deliver business outcomes both today and into the future.

The CX Executive Partner is responsible for developing and maintaining strong relationships with clients. This individual will serve as a strategic business advisor to our top clients by challenging their thinking, coaching them, and providing actionable feedback on their activities and deliverables. The CX Executive Partner also supports new business development both within existing client relationships and for new accounts. This position reports to the vice president and VIP team lead for customer experience executives.

The CX Executive Partner is accountable for client value delivery, satisfaction, retention, ongoing engagement, and new business growth. They must possess executive‑level experience, strong presence, and a strategic mindset to challenge clients' thinking and help actualize change.

Job Description

• Serve as a strategic business advisor to VIP leader clients by advising them, pushing their thinking, coaching them, and providing actionable feedback on their activities and deliverables.
• Actively engage clients to understand their key initiatives and help realize defined business outcomes.
• Build and maintain client engagement plans that enable the ongoing delivery of client value.
• Work with account executives and customer success teams to ensure seamless, professional, and proactive account management experience that delivers high impact research and guidance.
• Directly contribute to Forrester's business goals, including client satisfaction and retention, account enrichment and new bookings (within accounts as well as for new accounts).
• Build strong connections with other Forrester functions, including other research teams, consulting, and data analytics, engaging and representing all the strategic resources Forrester brings to bear with clients.
• Provide support to Forrester's sales organization, including participation in proof-of-concept calls with prospective clients.
• Actively participate in research ideation and content planning as a thought partner and collaborator to research teams, especially to represent the most pressing priorities of CX and digital executives.

Job Requirements

• At least 15-plus years' proven experience in senior CX and/or digital or consumer marketing leadership roles directly responsible for customer experience (as a CXO or direct report to a C-level executive).
• Client service experience with executives at large multinational organizations.
• Intimate familiarity with CX and digital best practices and the challenges facing these professionals across multiple industries (financial services and healthcare a plus).
• Experience in working successfully across functions (e.g., marketing, digital, CX, product) to operationalize customer‑obsessed practices that drive growth.
• A professional presence with the ability to create positive impressions with C‑suite executives through all channels of communication.
• Strong collaboration, partnering, and influencing skills - getting the most and best out of collaborative relationships; keeping people informed; as well as influencing and partnering to ensure success.
• Embody Forrester's values of client, collaboration, courage, integrity, and quality.
• Superior presentation skills.

Base salary range: $180,000 - $294,000

Base salary range for Georgia: $162,000 - $264,000

Base salary range for New York City, NY: $207,000 - $339,000

For employees based in Washington State, the percentage listed here is an estimated bonus target as a percentage of base salary, in 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%

The application deadline is July 31, 2026. Please refer to the job posting on Forrester.com careers page if the deadline has been extended.

FLSA Status: Exempt

Here at Forrester, we welcome people from all backgrounds and perspectives. Our aim is for all candidates to be able to fully participate in Forrester's recruitment process. If you would like to discuss a reasonable accommodation, please reach out to [e-mail].

Forrester Research, Inc. is an Equal Employment Opportunity Employer. As a federal contractor, Forrester encourages veterans and individuals with disabilities to apply for employment.

Forrester will consider all qualified applicants with criminal histories in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance.