Research Manager

IDC; Needham (MA); On-site; 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

Company-paid short-term disability

Company-paid life insurance

Company-paid parental leave

Job summary

IDC is seeking a Research Manager for AI-Enabled Sales, Customer Service, and Contact Center Strategies within the Customer Experience Applications team. You will develop market sizing, competitive positioning, and strategic guidance on AI-adoption in customer interactions, analyzing vendors and buyer behavior to shape IDC’s perspective and industry leadership.

You will manage client relationships, lead a research program, and collaborate with product, data, and delivery teams to expand coverage

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

Voice of Customer

Contact Center

Client management

Strategic vision

Education

Bachelor’s degree in relevant field

Job description

IDC

Research Manager

US--

Job ID: 2026-7034

# of Openings: 1

Category: Research

IDC

Overview

IDC is seeking a Research Manager, AI-Enabled Sales, Customer Service, and Contact Center Strategies to join our Customer Experience (CX) Applications team. You will produce market research and competitive intelligence that helps IT suppliers and IT buyers make informed technology investments in AI-powered customer service, voice of customer, and contact center solutions. In this role, you'll analyze vendor offerings and buyer behavior to develop market sizing, competitive positioning, and strategic guidance. You'll help shape IDC's perspective on AI adoption in customer-facing functions, an area still being defined, making this an opportunity to establish credible, research-backed viewpoints. Success requires intellectual rigor, strong communication skills, attention to detail, and a genuine interest in how AI is transforming customer interactions. You will help establish IDC's market leadership in CX and AI, an opportunity to shape analyst consensus before the market reaches maturity.

What You’ll Do

• 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

What You Bring

• 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

Why This Role Stands Out

At IDC, your work helps shape how the world understands technology and where it goes next. You collaborate with curious, high-caliber colleagues who value rigor, integrity, and shared success. As the premier global provider of trusted technology intelligence, IDC equips business and technology leaders with the evidence they need to make confident decisions. Our insights inform strategy, investment, and innovation across industries and regions.

Recognized by IIAR as Analyst Firm of the Year for five consecutive years, IDC sets the standard for credibility and impact. With more than 1,000 analysts worldwide and a truly global perspective, we combine deep expertise with practical relevance. Here, your ideas matter, your voice is heard, and your contributions provide the insights leaders rely on every day. It is meaningful work, backed by a culture that supports growth, collaboration, and long-term career development with a globally respected brand.

What We Offer

• 15 vacation days (prorated based on start date)
• 12 company-paid holidays
• 6 paid sick days (prorated based on start date; may vary by state)
• Medical, dental, and vision coverage
• 2 floating holidays (prorated based on start date)
• 1 volunteer day
• 401(k) company match (IDC matches 3% on the first 6% of employee contributions)
• Company-paid short-term disability
• Company-paid life insurance
• Company-paid parental leave

Compensation Transparency

At IDC, we are committed to fair and equitable pay practices. Employees are compensated equitably for their work, aligned with their skills and experience. Salary and incentive structures are determined through a rigorous process that considers experience, education, certifications, role-specific requirements, internal equity, and verified U.S. market data from an independent third-party partner.

The expected total annual compensation, depending on location and experience, is between $90,900 – $120,000, inclusive of base salary and variable compensation.

Equal Opportunity Employer

IDC is committed to providing equal employment opportunities for all qualified persons. Employment eligibility verification required. We participate in E-Verify.

IDC is currently able to employ remote workers in the following states: Arizona (AZ), California (CA), Colorado (CO), Connecticut (CT), Washington D.C. (DC), Florida (FL), Georgia (GA), Illinois (IL), Indiana (IN), Kansas (KS), Massachusetts (MA), Maryland (MD), Maine (ME), Michigan (MI), Minnesota (MN), Missouri (MO), Mississippi (MS), North Carolina (NC), New Hampshire (NH), New Jersey (NJ), New York (NY), Ohio (OH), Oregon (OR), Pennsylvania (PA), Rhode Island (RI), South Carolina (SC), Tennessee (TN), Texas (TX), Utah (UT), Virginia (VA), Vermont (VT), Washington (WA), and Wisconsin (WI).

Equal employment opportunity, including veterans and individuals with disabilities.

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