Research Manager: AI-Driven CX & Contact Center Insights

IDC Colombia; México; A distancia; MXN 600.000 - 900.000; Jornada completa

Descripción de la vacante

IDC is seeking a Research Manager to lead AI-enabled sales, customer service, and contact center strategies within the Customer Experience Applications team. You will produce market research and competitive intelligence to guide IT suppliers and buyers in adopting AI-powered CX solutions.

The role requires a strong research background, client leadership, and the ability to shape IDC's viewpoint on AI adoption, with about 25% travel for events.

Formación

• Bachelor’s degree in Voice of Customer, Customer feedback, Customer Experience, Contact Center, Innovation or Strategy, or equivalent experience.
• 5+ years of experience as a CX, Voice of customer, Contact Center professional or in a similar leadership role, ideally with responsibility to manage clients, generate revenue, and manage projects to delivery.
• Deep understanding of Contact Center, Customer Service, voice of customer, CX technologies and competitive landscape.
• Excellent communication and presentation skills with the proven ability to engage in relevant discussion / strategic messaging.
• Ability to adapt during client-facing engagements and maintain composure while interacting with a variety of senior-level executives.
• 25% of travel required for in person attendance at vendor events, trade shows, and client engagements.

Responsabilidades

• Manage Continuous Intelligence Services client relationships and maintain technology market relevance.
• Lead, collaborate, and develop a Continuous Intelligence Services research program with clients and overall annual value targets.
• Serve as a subject matter expert managing a 12-month rolling research schedule.
• Drive business development and engage new technology vendors to expand research coverage, IDC brand recognition, and addressable market.
• Support technology supplier and technology buyer inquiry as needed.
• Collaborate with and support internal product, research & data, and delivery teams.

Conocimientos

CX leadership

Strong communication

Analytical thinking

Market research

Competitive intelligence

Project management

Client management

Educación

Bachelor’s degree in Voice of Customer, Customer Experience, or related field

Descripción del empleo

IDC is seeking a Research Manager to lead AI-enabled sales, customer service, and contact center strategies within the Customer Experience Applications team. You will produce market research and competitive intelligence to guide IT suppliers and buyers in adopting AI-powered CX solutions.

The role requires a strong research background, client leadership, and the ability to shape IDC's viewpoint on AI adoption, with about 25% travel for events.