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Engagement Analyst, Customer Experience
2 weeks ago
Engagement Analyst, Customer Experience
Equinix is the world’s digital infrastructure company, operating 200+ data centers across the globe and providing interconnections to all the key clouds and networks. Businesses need one place to simplify and bring together fragmented, complex infrastructure that spans private and public cloud environments. Our global platform allows customers to place infrastructure wherever they need it and connect it to everything they need to succeed.
We are a fast-growing global company with 70+ consecutive quarters of growth. Through our innovative portfolio of high-performance products and services, we have created the largest, most active global ecosystem of 10,000+ companies, including 2,000+ networks and 3,000+ cloud and IT service providers in 27 countries spanning five continents.
A career at Equinix means you will collaborate on work that impacts the world and be surrounded by endless opportunities to learn new skills and grow in varied directions. We embrace diversity in thought and contribution and are committed to providing an equitable work environment. that is foundational to our core values as a company and is vital to our success.
**Job Summary**:Equinix is undergoing an enterprise customer experience transformation to help drive customer loyalty, retention, and create a truly differentiated experience. Our transformation is focused on ensuring customers benefit from the experience and expertise Equinix offers in extracting value from their shift to digital and navigating the demands of a “cloud-driven” business. The Customer Experience team is leading the Equinix customer-centric strategy, instilling the voice of our customers into and across our global cross-functional teams.
The Customer Experience team is looking for an Engagement Analyst to actively deliver within our Customer Engagement function. This Engagement Analyst will focus on evangelizing the learnings and improvements made to our customer experience both internally and with customers. Key to success within this function is working with our Customer Research team, our Communications team and our cross-functional stakeholders to represent and promote activities.
**Responsibilities**
- Consolidate portfolio of customer feedback learnings and customer experience improvements globally w/ team and stakeholders
- Develop assets (decks, communications, articles, videos) partnering cross-functionally to share improvements to CX internally and externally, ensuring employees and customers are informed, engaged and inspired
- Broaden usage of assets through promoting internally across communication channels
- Build and maintain effective working relationships and partnerships with stakeholders in various business units
- Manage and communicate status
- Report and escalate issues to management as needed
**Qualifications**
- 1+ years’ communication work experience preferred
- Diploma to a Bachelor's Degree preferred
- Prince2 Foundation certification preferred
- Strong promoter of our Equinix culture and ability to thrive in demonstrating our values
- Ability to see from the customer point of view and champion that view across the company
- Familiarity with voice of customer and/or customer listening programs
- Highly organized, time management skills, ability to prioritize, and work independently
- Strong written and verbal communication skills (fluent English)
- Proficiency in Microsoft Excel and PowerPoint
- Global mindset; experience working for a global organization across multiple functions and regions
- Positive work attitude a must; strong interpersonal skills; highly collaborative; self-motivated; detail and results oriented
Equinix is an equal opportunity employer. All applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, or status as a qualified individual with disability.
