Senior Manager, Customer Insights

Who are we?
Equinix is the world's digital infrastructure company, shortening the path to connectivity to enable the innovations that enrich our work, life and planet.

A place where bold ideas are welcomed, human connection is valued, and everyone has the opportunity to shape their future.

A career at Equinix means being at the center of shaping what comes next and amplifying customer value through innovation and impact. You'll work across teams, influence key decisions, and help shape the path forward. You'll find belonging, purpose, and a team that welcomes you—because when you feel valued, you're empowered to do your best work.

Job Summary
Lead 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.

Responsibilities
Customer Research & Analysis

• Design and execute comprehensive customer research programs including surveys, interviews, focus groups, and behavioral analysis studies
• Analyze customer behavior patterns across multiple touchpoints using CRM data, website analytics, engagement metrics, and sales feedback
• Synthesize 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 them
• Conduct competitive analysis of customer messaging and positioning strategies
• Monitor industry trends and customer behavior shifts that impact B2B buying patterns

Buyer Persona Development & Management

• Develop comprehensive, data-driven buyer personas based on demographic, firmographic, behavioral, and psychographic data
• Create detailed customer journey maps showing decision processes, touchpoints, pain points, and moments of influence
• Maintain persona accuracy through regular validation studies and persona refresh cycles
• Collaborate with sales teams to validate personas against real customer interactions and feedback
• Segment personas by industry, company size, role, and buying stage for targeted marketing approaches
• Document persona-specific content needs, preferred channels, and messaging preferences

Strategic Insights & Recommendations

• Translate customer insights into actionable recommendations for marketing strategy, messaging, and campaign optimization
• Identify opportunities to improve customer acquisition, conversion rates, and customer lifetime value
• Provide insights on market positioning, product-market fit, and competitive differentiation opportunities
• Analyze customer churn patterns and provide recommendations for retention and expansion strategies
• Support product marketing with customer insights for feature development and go-to-market strategies
• Present findings and strategic recommendations to marketing leadership and cross-functional teams

Cross-Functional Collaboration

• Partner with demand generation team to optimize targeting criteria and audience segmentation
• Work with content marketing team to develop persona-specific content strategies and messaging frameworks
• Collaborate with sales teams to gather customer feedback and validate insights against real-world interactions
• Support product team with customer needs analysis and feature prioritization insights
• Partner with customer success team to analyze post-purchase behavior and expansion opportunities
• Coordinate with marketing operations to ensure proper data collection and tracking implementation

Data Management & Insights Infrastructure

• Establish standardized customer data collection methods and research protocols
• Build and maintain customer insights repository and knowledge sharing systems
• Create dashboards and regular reporting on key customer behavior trends and metrics
• Ensure compliance with data privacy regulations in all customer research activities
• Develop measurement frameworks to track impact of insights-driven marketing optimizations
• Manage relationships with external research vendors and tools when needed

Qualifications
Education & Experience

• Bachelor's degree in Marketing, Psychology, Business, Statistics, or related field; MBA preferred
• 4-6 years experience in customer research, marketing analytics, or customer insights roles
• 2+ years experience in B2B marketing environment with understanding of complex sales cycles
• Experience with both quantitative analysis and qualitative research methodologies

Technical Skills

• Advanced 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 platforms
• Experience with customer journey mapping and persona development tools
• Data visualization skills (Tableau, Power BI, or similar platforms)
• Knowledge of A/B testing and experimental design principles

Research & Analysis Skills

• Experience designing and conducting qualitative research (interviews, focus groups, ethnographic studies)
• Strong quantitative analysis capabilities including statistical significance testing
• Ability to synthesize complex data from multiple sources into clear, actionable insights
• Experience with customer segmentation and clustering analysis
• Knowledge of behavioral psychology and decision science principles
• Understanding of B2B buying processes and organizational decision-making

Communication & Collaboration

• Excellent written and verbal communication skills with ability to present complex findings to diverse audiences
• Strong storytelling abilities to translate data into compelling narratives
• Experience facilitating workshops and cross-functional alignment sessions
• Project management skills with ability to manage multiple research initiatives simultaneously
• Collaborative mindset with experience working across marketing, sales, and product teams

Preferred Qualifications

• Advanced degree in Psychology, Consumer Behavior, or Market Research
• Experience with customer advisory boards or user research programs
• Knowledge of jobs-to-be-done framework and outcome-driven innovation methodologies
• Certification in market research (MRA, CASRO, or similar)
• Experience with voice-of-customer programs and Net Promoter Score analysis
• Background in consulting or agency customer research roles
• Familiarity with design thinking and human-centered design principles

The United States targeted pay range for this position in the following location is / locations are:

• San Francisco, CA / Bay Area: $157,000 to $235,000 per year
• California (Non-SF/Bay Area), Connecticut, Maryland, New York, New Jersey, Washington state: $150,000 to $224,000 per year
• Colorado, Nevada, Rhode Island: $136,000 to $204,000 per year Our pay ranges reflect the minimum and maximum target for new hire pay for the full-time position determined by role, level, and location. Individual pay is based on additional factors including job-related skills, experience, and relevant education and/or training. This position may be offered in other locations. Your recruiter can share more about the specific pay range for your preferred location during the hiring process. The targeted pay range listed reflects the base pay only and does not include bonus, equity, or benefits. Employees are eligible for bonus, and equity may be offered depending on the position. As an employee, you become important to Equinix's success. Details about our company benefits can be found at the following link: USA Benefits eBook

Equinix Benefits
As an employee, you become important to Equinix's success. We ensure all your benefits are in line with our core values: competitive, inclusive, sustainable, connected and efficient. We keep them competitive within the current marketplace to ensure we're providing you with the best package possible. So, wherever you are in your career and life, you'll be able to enhance your experience and bring your whole self to work.

Employee Assistance Program
: An Employee Assistance program is available to all employees.

US Benefits: - Insurance: You may enroll in health, life, disability and voluntary plans that are designed for you and your eligible family members. - Retirement: You and Equinix may contribute to a retirement plan to help you plan for your financial future. - Paid Time Off (PTO) and Paid Holidays: You will receive an accrued amount of PTO each pay period along with various paid holidays for you to rest and recharge. Eligibility requirements apply to some benefits. Benefits are subject to change and may be subject to specific plan or program terms. Canada Core Benefits: - Insurance: You may enroll in healthcare coverage that is designed to complement the provincial healthcare system, along with life, disability and optional benefit plans that are designed for you and your eligible family members. - Retirement: You may also enroll in Equinix-sponsored retirement or savings plans: Defined Contribution Pension Plan (DCPP), Group Retirement Savings Plan (RRSP) and Tax-Free Savings Plan (TSFA). - Vacation and Paid Holidays: Equinix offers both vacation and personal time, along with various paid holidays for you to rest and recharge. Eligibility requirements apply to some benefits. Benefits are subject to specific plan or program terms, and to change at Equinix discretion.

Equinix is committed to ensuring that our employment process is open to all individuals, including those with a disability. If you are a qualified candidate and need assistance or an accommodation, please let us know by completing this form.

Equinix is an Equal Employment Opportunity and, in the U.S., an Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to unlawful consideration of race, color, religion, creed, national or ethnic origin, ancestry, place of birth, citizenship, sex, pregnancy / childbirth or related medical conditions, sexual orientation, gender identity or expression, marital or domestic partnership status, age, veteran or military status, physical or mental disability, medical condition, genetic information, political / organizational affiliation, status as a victim or family member of a victim of crime or abuse, or any other status protected by applicable law.