The Program Manager, Research & Customer Insights drives the strategy and execution of holistic research and analysis to optimize the customer journey. You will own the analysis of customer touchpoints across the full lifecycle to uncover gaps, opportunities, and value at each stage of the customer lifecycle.
You will own the strategic direction for feedback platforms, develop a research roadmap that integrates journey analysis, and contribute to a culture of continuous discovery. This role blends Customer Experience (CX) strategy, analytics, service design, and digital experience optimization. You will develop, track, and report on KPIs, build data pipelines in collaboration with technical teams, and translate insights into actionable strategies that shape our customer success delivery approach.
Roles and Responsibilities:
· Customer Journey Mapping & Optimization: Lead the end-to-end mapping of customer journeys across multiple channels and touchpoints. Identify pain points, drop-off areas, and high-value moments using both qualitative and quantitative methods to co-create future-state journeys.
· Data-Driven Insights & Reporting: Proactively synthesize signals across quantitative and qualitative feedback to identify friction. Partner with key stakeholders to build and optimize data pipelines that consolidate journey data.
· Strategic Research Program Development: Develop and operationalize a strategic, mixed-methods research program that integrates longitudinal data with deep-dive qualitative studies to provide actionable insights that deliver business results.
· Help build a robust CX framework: Support the development and tracking of key CX business metrics (e.g., NPS, CSAT, CES, retention, adoption rates). Move beyond standard reporting towards predictive modelling.
· Cross-Functional Leadership: Work closely with Customer Success, Support, Professional Services, Marketing, and Product to ensure initiatives reflect the
voice of the customer. Serve as a CX advocate, ensuring that decisions across the business align with journey insights.
· AI & Technology Innovation: Model the strategic use of AI for research planning, thematic analysis, and insight synthesis to increase team efficiency. Assess and recommend CX technology solutions to enhance journey visibility and personalization.
· Platform & Governance: Manage the day-to-day administration and governance of the research platform ecosystem. Proactively partner with business units to optimize dashboards, drive user adoption, and integrate demographic data for deeper segmentation.
Within 30 days, you will:
· Complete an audit of the current CX tech stack (e.g., Salesforce, Tableau, Gainsight, Hotjar) to map all customer data sources and identify initial data gaps.
· Meet with leaders and key stakeholders to understand existing customer pain points and business priorities.
Within 90 days, you will:
· Deliver a Current State Assessment, presenting your initial findings on customer touchpoints, data availability, and a stakeholder map for future collaboration.
· Develop and present a data-backed Future State Journey Map and Optimization Plan that outlines specific improvements, supported by both qualitative and quantitative insights.
· Establish a clear performance baseline and build initital dashboards to track at the key metrics you define.
Within 6 months, you will:
· Launch and complete at least one pilot program or A/B test to validate journey improvements, demonstrating a measurable lift in a key metric.
· Establish and lead a recurring CX Insights Review with cross-functional stakeholders to report on journey performance and advocate for customer-centric initiatives.
· Initiate the discovery and complete the mapping process for the highest-priority customer journeys.
Within 1 year, you will:
· Have established a mature, repeatable process for continuous customer journey mapping and optimization that is adopted and utilized by key teams across the organization.
· Demonstrate a clear, positive impact on primary business KPIs resulting from your journey optimization initiatives.
Qualifications:
· Bachelor's or Master’s degree, or equivalent experience, in a relevant field such as Social Science, Behavioral Economics, Statistics, UX, or a related discipline.
· 3-5 years of experience in CX strategy, service design, or mixed-methods research, with a proven track record of leading both quantitative studies and deep-dive qualitative projects, including customer journey mapping.
· Strong analytical skills with experience in data storytelling, visualization, and dashboarding tools (Tableau, Power BI, Looker).
· Expertise in a broad research toolkit, including interviews, usability testing, advanced survey design, and service design methodology.
· Proficiency with enterprise CX tools (e.g., Qualtrics) and familiarity with CRM systems (e.g., Salesforce, Gainsight).
· Proactive curiosity about the evolving role of AI in research and a demonstrated ability to model AI usage to improve team efficiency while maintaining high standards for research rigor and ethics.
· Excellent skills in conveying complex data and insights clearly and concisely to influence stakeholders at all levels.
· Deep understanding of UX principles, service design methodology, and digital optimization.
· Bonus: Background in marketing analytics, product optimization, or CX operations.
SailPoint is an equal opportunity employer and we welcome all qualified candidates to apply to join our team. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other category protected by applicable law.
Alternative methods of applying for employment are available to individuals unable to submit an application through this site because of a disability. Contact [email protected] or mail to 11120 Four Points Dr, Suite 100, Austin, TX 78726, to discuss reasonable accommodations. NOTE: Any unsolicited resumes sent by candidates or agencies to this email will not be considered for current openings at SailPoint.
