Overview

About the Role & Team

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

What We Offer

• 15 vacation days per year (increases with tenure; carryover allowed)
• 10 paid sick days per year
• 1 week paid new parenting leave
• Flexible work options (remote, part-time, flexible hours)
• Health, dental, vision, and paramedical coverage for you and your family
• Annual healthcare spending account
• Employee Assistance Program for counseling and support
• Best Doctors medical second opinions
• Life, AD&D, and long-term disability insurance
• Retirement savings plan with company match (up to 4% of salary)
• $75/month technology allowance for home office or phone expenses
• Company-paid cell phone plan

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 Canada market data from an independent third-party partner.

The expected total annual compensation, depending on location and experience, is between $109,091 CAD - $135,000 CAD, inclusive of base salary and variable compensation.

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