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Senior Manager, Customer Insights
4 weeks ago
Who we are A 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 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 Location & Benefits Equinix 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 level Employment type : Full-time Job function : Marketing Industries : Internet Publishing #J-18808-Ljbffr
