Program Manager, Research & Customer Insights

Sailpoint Technologies Inc

Customer journey mapping
Qualitative and quantitative methods
Data pipeline development
Drive the strategy and execution of holistic research and analysis to optimize the customer journey

Job Summary

  • Drive the strategy and execution of holistic research and analysis to optimize the customer journey.
  • Own the analysis of customer touchpoints across the full lifecycle to uncover gaps, opportunities, and value at each stage.
  • Develop, track, and report on KPIs, build data pipelines, and translate insights into actionable strategies that shape customer success delivery.

Matching Summary

Drive the strategy and execution of holistic research and analysis to optimize the customer journey.

Skills & Requirements

Must-have

  • Customer journey mapping
  • Qualitative and quantitative methods
  • Data pipeline development
  • Mixed-methods research program
  • CX business metrics tracking
  • Cross-functional stakeholder collaboration
  • AI for research planning

Nice-to-have

  • Predictive modeling
  • CX technology solutions assessment
  • Research platform ecosystem administration

Key Requirements

  • 3-5 years of experience in CX strategy, service design, or mixed-methods research
  • Proven track record of leading quantitative and qualitative projects
  • Strong analytical skills with data storytelling, visualization, and dashboarding tools
  • Expertise in research toolkit (interviews, usability testing, survey design)
  • Proficiency with enterprise CX tools (Qualtrics) and CRM systems (Salesforce, Gainsight)
  • Demonstrated ability to model AI usage for research efficiency
  • Bachelor's or Master’s degree, or equivalent experience

Work Rights

Not specified

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