26 days old

Customer Experience Manager, VoC

Equinix
Chicago, IL 60602
  • Job Code
    JR-125043
Customer Experience Manager, VoC

Equinix is the worlds digital infrastructure company, operating 200+data centers across the globe andproviding 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 area fast-growing global company with 75+consecutivequarters of growth.Through our innovative portfolio of high-performance products and services, we have created the largest, most active global ecosystem of nearly 10,000 companies, including 1,800+ networks and 2,900+ cloud and IT service providersin over 26countries spanningfivecontinents.

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.

Job Summary:

The Customer Experience team is looking for a Customer Experience Manager, VoC, to deliver global voice of customer programs through traditional listening methods, as well as through other newly established channels such as our customer community and customer insights panel. This includes the design, development, and delivery of listening programs, working with business stakeholders to ensure valuable insights are available to support decision making, and partnering with IT to ensure technical stability of all programs.

The successful candidate must enjoy and thrive in a fast-paced, dynamic environment, and be comfortable managing multiple competing priorities.

Responsibilities

  • Engage with key stakeholders to develop mid-size listening programs that align to their goals and objectives while providing actionable customer insights. This includes research strategy and design, gaining buy in to act on collected insights and project managing programs through implementation.
  • Provide and maintain ongoing status reports of new and ongoing programs including timelines, dependencies, risks, roadblocks etc.
  • Work with stakeholders and/or insights team to build and distribute necessary insights reporting mechanisms that surface insights collected through listening programs.
  • Periodically evaluate listening programs to identify gaps and opportunities and develop project plans to address them.
  • Serve as a subject matter expert to the business on best practices around customer listening and customer research and provide guidance on the best channels, approaches for meeting defined goals and objectives.
  • Measure and regularly communicate KPIs, trends etc. derived from different listening channels.

Qualifications

  • 5 -7+ years of work experience in a combination of customer experience, marketing, customer success, market research and/or project management
  • Bachelor's Degree preferred
  • Voice of customer/customer research background required; direct experience designing and executing customer listening programs
  • Survey platform experience preferred (Qualtrics, Medallia, ConfirmIt, SurveyMonkey)
  • Ability to see from the customer point of view and champion that view across the company
  • Experience or familiarity with customer communities and insights community/panel preferred
  • Proven work experience in project management; ability to articulate key results from engagements
  • Highly organized, time management skills, ability toprioritize, and work independently
  • Ability to lead and influence stakeholders and colleagues, face to face or remotely
  • Strong promoter of our Equinix culture and ability to thrive in demonstrating our values
  • Global mindset; experience working for a global organization across multiple functions and regions
  • Strong written and verbal communication skills (fluent English)
  • Proficiency in Microsoft Excel and PowerPoint, project management best practices and tools
  • Positive work attitude a must; strong interpersonal skills; highly collaborative; self-motivated; detail and results oriented

We offer Medical, TeleMedicine, Dental, Vision, Life and AD&D insurance, 401K, Leave of absence & disability benefits, paid time off & holidays and more.

In accordance with Colorado State Law (https://leg.colorado.gov/bills/sb19-085) the salary range for Colorado for this role is $89,000 $124,000 per year with 20% bonus target.

At Equinix, were tasked with leading in the communities we serve and doing our part to help keep our communities and our teams safe. Our #IamSafeIBelongIMatter culture transcends and informs all we do. In alignment with our culture, Equinix has implemented a vaccine or test policy that requires employees to show proof of full vaccination or get tested regularly to work onsite in an IBX or office.

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.

Visit our Career page here to understand about Equinix COVID-19 Vaccine Policy.







Posted: 2022-04-23 Expires: 2022-05-22
Sponsored by:
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Customer Experience Manager, VoC

Equinix
Chicago, IL 60602

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