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. 

• Monitor and evaluate research program effectiveness, adjusting as needed. 

• Track and report the impact of feedback programs, including revenue effects and actions taken. 

Qualifications: 

• Proven years experience in customer experience research, market research, or a related field, preferably in the B2B industry. 

• Strong knowledge of research methodologies and data analysis techniques. 

• Proficiency in research tools and Customer Experience Management software (e.g. Qualtrics). 

• Excellent project management skills with the ability to multiple projects simultaneously.  

• Strong analytical and problem-solving skills, with a keen attention to detail. 

• Exceptional communication, storytelling and presentation skills, with the ability to convey complex information clearly. 

• Ability to work collaboratively in a fast-paced, multi-functional environment. 

• CCXP certification preferred 

Our Offer

• Employment in a stable company with an established position in the market.
• Possibility to work within fast growing world’s 500 Fortune digital infrastructure company.
• Challenging job in a dynamic, professional, international and multicultural environment.
• Possibility to participate in company sponsored trainings package.
• Employee Assistance Program – assess to free counselling legal and financial consultations and crisis intervention.
• Paid employee referral program.
• Opportunity to work in supportive, inclusive environment with People-Centric Culture.
• Competitive salary and yearly bonus as well as a well-defined career path shaped to the individuals career focus & priorities.
• Attractive benefits package: premium private medical care, life and accidence insurance, employee stock program, Multisport card, lunch passes, celebration bonus.