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 p

📌 Research Manager (Ciudad de México)
🏢 IDC Research
📍 Ciudad de México