Equinix

Data Analyst, Global Customer Care and Experience

Job description

Job Summary:

Global Customer Care and Experience (GCCX) continues to grow and evolve. Frequently tasked with solving complex employee and customer needs through disruptive and innovative thinking, the GCCX Strategy and Operations team has created a role to support our analytics efforts and help align with our stakeholders across GCCX, Sales, and Operations.

The Analyst, GCCX Data & Analytics will be responsible for empowering a data-driven culture, with the opportunity to shape our strategy for customer facing interactions and touchpoints. The analyst in this role should be comfortable building and maintaining analytics workflows, identifying reporting requirements, and communicating with technical and business oriented stakeholders. The main goal of this role is to help drive insights on impactful areas like product adoption, churn mitigation, and customer segmentation.

This role reports to the Data & Analytics Leader within the GCCX Team. This is a high visibility role that will partner with stakeholders of all levels within Equinix.

Responsibilities

  • Data analysis and visualization; own the analytics workflow from start to finish

  • Communicate insights and recommendations to technical and business stakeholders

  • Develop dashboards and reports to drive efficiency and optimization in our customer interactions

  • Develop native workflows and analyze end-to-end business process and systems

  • Maintain data quality in data warehouse and reporting layer

  • Align and partner with IT to identify and resolve data-related issues

Qualifications & Experience

  • Experience in an Analyst position

  • Experience with Salesforce and BI tools such as Tableau and/or Einstein Analytics (Tableau CRM)

  • Positive and can-do attitude

  • Proven experience in driving projects from start to finish, while driving impact

  • Creative thinker with exceptional attention to detail

  • Proficiency with programming, A/B testing, Python and/or R

  • Familiarity with statistical analysis and modeling

  • Strong interpersonal skills with the ability to research solutions to issues as they arise

  • Ability to work independently, with general direction and guidance.

  • Self-motivated, flexible, team player with solid multi-tasking, time management & organization expertise with the ability to manage multiple and often changing priorities.

  • Minimum of Bachelor’s degree in Computer Science, Engineering, Business Information Systems, Statistics, Mathematics or related field

What we Offer

  • Competitive Salary

  • Employee Stock Purchase Plan

  • Company events

  • Company pension and capital forming benefits

  • Excellent growth and advancement opportunities

  • Laptop and mobile phone (depending on the position)

  • Employee Referral Scheme

  • Annual Bonus

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.

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