AI-Enabled CX Research Manager

IDC Corporate; Northern (KY); Hybrid; USD 91,000 - 120,000; Full time

Benefits offered by this job

15 vacation days

12 company-paid holidays

6 paid sick days

Medical, dental, and vision coverage

2 floating holidays

1 volunteer day

401(k) company match

Short-term disability

Life insurance

Parental leave

Job summary

IDC is seeking a Research Manager to lead AI-enabled sales, customer service, and contact center strategies within the CX Applications team.

You will produce market research, analyze vendors, and guide investments in AI-powered customer experience. This role combines client leadership, research delivery, and cross-functional collaboration across teams, with travel to engage vendors and clients.

Qualifications

• 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.

Responsibilities

• 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.

Skills

CX leadership

Client-facing

Communication skills

Strategic thinking

Travel readiness

Education

Bachelor’s degree in CX fields

Job description

IDC is seeking a Research Manager to lead AI-enabled sales, customer service, and contact center strategies within the CX Applications team.

You will produce market research, analyze vendors, and guide investments in AI-powered customer experience. This role combines client leadership, research delivery, and cross-functional collaboration across teams, with travel to engage vendors and clients.