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Senior Manager, Customer Insights
4 weeks ago
Who we areA place where bold ideas are welcomed, human connection is valued, and everyone has the opportunity to shape their future. Equinix is the world’s digital infrastructure company®, shortening the path to connectivity to enable the innovations that enrich our work, life and planet.Job SummaryLead customer research and behavioral analysis to drive data-informed marketing strategies and improve customer acquisition and retention. Synthesize quantitative and qualitative data sources to develop deep understanding of buyer decision journeys, create actionable buyer personas, and identify opportunities to optimize targeting, messaging, and engagement across all customer touchpoints.ResponsibilitiesCustomer Research & AnalysisDesign and execute comprehensive customer research programs including surveys, interviews, focus groups, and behavioral analysis studiesAnalyze customer behavior patterns across multiple touchpoints using CRM data, website analytics, engagement metrics, and sales feedbackSynthesize quantitative data (usage patterns, conversion metrics, engagement data) with qualitative insights (customer interviews, feedback, support interactions)Identify knowledge gaps in customer understanding and design research initiatives to fill themConduct competitive analysis of customer messaging and positioning strategiesMonitor industry trends and customer behavior shifts that impact B2B buying patternsBuyer Persona Development & ManagementDevelop comprehensive, data-driven buyer personas based on demographic, firmographic, behavioral, and psychographic dataCreate detailed customer journey maps showing decision processes, touchpoints, pain points, and moments of influenceMaintain persona accuracy through regular validation studies and persona refresh cyclesCollaborate with sales teams to validate personas against real customer interactions and feedbackSegment personas by industry, company size, role, and buying stage for targeted marketing approachesDocument persona-specific content needs, preferred channels, and messaging preferencesStrategic Insights & RecommendationsTranslate customer insights into actionable recommendations for marketing strategy, messaging, and campaign optimizationIdentify opportunities to improve customer acquisition, conversion rates, and customer lifetime valueProvide insights on market positioning, product-market fit, and competitive differentiation opportunitiesAnalyze customer churn patterns and provide recommendations for retention and expansion strategiesSupport product marketing with customer insights for feature development and go-to-market strategiesPresent findings and strategic recommendations to marketing leadership and cross-functional teamsCross-Functional CollaborationPartner with demand generation team to optimize targeting criteria and audience segmentationWork with content marketing team to develop persona-specific content strategies and messaging frameworksCollaborate with sales teams to gather customer feedback and validate insights against real-world interactionsSupport product team with customer needs analysis and feature prioritization insightsPartner with customer success team to analyze post-purchase behavior and expansion opportunitiesCoordinate with marketing operations to ensure proper data collection and tracking implementationData Management & Insights InfrastructureEstablish standardized customer data collection methods and research protocolsBuild and maintain customer insights repository and knowledge sharing systemsCreate dashboards and regular reporting on key customer behavior trends and metricsEnsure compliance with data privacy regulations in all customer research activitiesDevelop measurement frameworks to track impact of insights-driven marketing optimizationsManage relationships with external research vendors and tools when neededQualificationsEducation & ExperienceBachelor's degree in Marketing, Psychology, Business, Statistics, or related field; MBA preferred4-6 years experience in customer research, marketing analytics, or customer insights roles2+ years experience in B2B marketing environment with understanding of complex sales cyclesExperience with both quantitative analysis and qualitative research methodologiesTechnical SkillsAdvanced proficiency in survey and research tools (Qualtrics, SurveyMonkey, UserInterviews, Gong, Chorus)Strong analytical skills with experience in statistical analysis software (SPSS, R, Python preferred)Proficiency with CRM systems (Salesforce, HubSpot) and marketing analytics platformsExperience with customer journey mapping and persona development toolsData visualization skills (Tableau, Power BI, or similar platforms)Knowledge of A/B testing and experimental design principlesResearch & Analysis SkillsExperience designing and conducting qualitative research (interviews, focus groups, ethnographic studies)Strong quantitative analysis capabilities including statistical significance testingAbility to synthesize complex data from multiple sources into clear, actionable insightsExperience with customer segmentation and clustering analysisKnowledge of behavioral psychology and decision science principlesUnderstanding of B2B buying processes and organizational decision-makingCommunication & CollaborationExcellent written and verbal communication skills with ability to present complex findings to diverse audiencesStrong storytelling abilities to translate data into compelling narrativesExperience facilitating workshops and cross-functional alignment sessionsProject management skills with ability to manage multiple research initiatives simultaneouslyCollaborative mindset with experience working across marketing, sales, and product teamsPreferred QualificationsAdvanced degree in Psychology, Consumer Behavior, or Market ResearchExperience with customer advisory boards or user research programsKnowledge of jobs-to-be-done framework and outcome-driven innovation methodologiesCertification in market research (MRA, CASRO, or similar)Experience with voice-of-customer programs and Net Promoter Score analysisBackground in consulting or agency customer research rolesFamiliarity with design thinking and human-centered design principlesLocation & BenefitsEquinix is committed to an open employment process and Equal Employment Opportunity. We provide benefits and support in line with our values. If you need accommodations, please let us know. Benefits details vary by location but typically include health, retirement, PTO, and other programs; eligibility requirements apply. Details about our company benefits can be found in the USA Benefits eBook.Equal Opportunity and Affirmative Action: All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, veteran status, or other protected status as required by law.Seniority level: Mid-Senior levelEmployment type: Full-timeJob function: MarketingIndustries: Internet Publishing #J-18808-Ljbffr
