Role Profile

Role Profile: Insights-Driven CX Leader

April 5th, 2022
Cinny Little, null
Cinny Little
With contributors:
Brandon Purcell , Colleen Fazio , Maxie Schmidt , Karsten Monteverde , Diane Lynch


Customer-obsessed companies create value for customers, for employees, and for the business. Doing this work requires an insights-driven customer experience (CX) leader who uses a broad range of insights from data (quantitative and qualitative) about the motivations, behaviors, and sentiments of customers that matter to business outcomes. This role profile provides a job description and competency inventory for an insights-driven CX leader and introduces the responsibilities, work experience, and other requisites of the job that set up insights-driven CX leaders for success.

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Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.