Assistant Project and Program Manager

Who are we?

Equinix is the world’s digital infrastructure company®, operating over 260 data centers across the globe. Digital leaders harness Equinix's trusted platform to bring together and interconnect foundational infrastructure at software speed. Equinix enables organizations to access all the right places, partners and possibilities to scale with agility, speed the launch of digital services, deliver world-class experiences and multiply their value, while supporting their sustainability goals. 

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. 

An exciting opportunity to join Equinix and impact our Customer Experience, we are seeking a highly motivated and detail-oriented Customer Experience Research Program Manager to lead customer experience research initiatives. This role will be responsible for designing, implementing, and managing research programs across multiple functional groups that provide actionable insights into customer behaviour, preferences, and experiences. The ideal candidate will have strong background in research methodologies, survey design, journey mapping, data analysis, and project management, with a passion for enhancing customer satisfaction and driving business growth. 

Responsibilities: 

Research Design and Implementation: 

• Partner with stakeholders as a subject matter expert to develop and execute programs using various research methodologies, including passive listening, surveys, interviews, focus groups, etc to gather insights aligned with business objectives. 

• Leverage customer journey mapping to identify key touchpoints and pain points in the customer experience, informing the design of research programs that drive actionable insights. 

• Contribute to strategic planning supporting overall business objectives. 

• Stay updated on industry trends and best practices in customer experience research. 

Stakeholder Engagement: 

• Build strong relationships with internal stakeholders to understand their research needs and priorities. 

• Communicate research findings effectively to drive decision-making and foster a customer-centric culture. 

Program Management: 

• Lead management of customer experience research programs, including project planning, survey development, build, testing, creating closed-loop processes, dashboard creation, insights analysis and action tracking. 

• Collaborate with cross-functional teams, to integrate research insights into decision making and strategic initiatives. 

Data Analysis and Reporting: 

• Analyse qualitative and quantitative data to identify trends, opportunities and actionable insights. 

• Use storytelling techniques to prepare reports, communicate findings and present key recommendations to stakeholders.