Research Manager in Needham, Massachusetts

IDC Research Manager US

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.

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

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

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.

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

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…