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 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 principlesThe 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 eBookEquinix BenefitsAs 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.