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Senior Change and Communications Manager, Customer Experience

Company: Telecity Group
Location: Denver
Posted on: July 13, 2019

Job Description:

Senior Change and Communications Manager, Customer Experience Equinix is one of the fastest growing data center companies, growing connectivity between clients worldwide. Thats why we're always looking for creative and forward thinking people who can help us achieve our goal of global interconnection. With 200 data centers in over 24 countries spanning across 5 continents, we are home to the Cloud, supporting over 1000 Cloud and IT services companies that are directly engaged in technological innovation and development. We are passionate about further evolving the specific areas of software development, software and network architecture, network operations and complex cloud and application solutions. At Equinix, we make the internet work faster, better, and more reliably. We hire talented people who thrive on solving hard problems and give them opportunities to hone new skills, try new approaches, and grow in new directions. Our culture is at the heart of our success and its our authentic, humble, gritty people who create The Magic of Equinix. We share a real passion for winning and put the customer at the center of everything we do. Global Customer Experience (CX) organization continues to grow, evolve, and impact continued customer improvement across the company. This requires significant coordination & execution of communications, as well as includes many change initiatives impacting processes, tools and globalization of roles and responsibilities across the company. To ensure continued success, we are creating a Global Change Management and Communications function. The Senior Change and Communications Manager, Customer Experience is a hybrid role that possesses expertise in both Change Management and Communications functions. This role requires that you thrive in managing multiple communications and change programs and have abilities to help create, manage, and implement Customer Experience priorities, ensuring initiatives are aligned to global Equinix strategy. To be successful, you will need to be highly skilled at change management analysis and planning. You must also be an experienced communications manager and able to help drive the end-to-end communications (including thinking through key stakeholders, planning, messaging, and delivery). This role will report into the Vice President, Customer Experience. Within this team, you will be responsible for managing and executing high-impact, global communications that engage and empower our employees and customers and communicate critical information around the world.The role works with all levels of stakeholders and employees to ensure communications are aligned with corporate policies and consistent with company messaging and overall business strategy. The successful candidate for this position is equally at ease developing a communications strategy and rolling up their sleeves to execute change management programs for change initiatives and drives culture of accountability. Responsibilities - Builds and maintains effective working relationships and partnerships with stakeholders - Analyzes cross functional customer escalations - Day to day vendor management - Keeps customer MoTs and touch point priorities up to date in customer journey map - Shows full understanding of the business strategy - Validates customer experience business strategy - Drives prioritization conversations with regions - Trains and informs a network of functional champions on their data - Creates an interactive and meaningful customer room for executives and all employees to review metrics - Delivers high quality and compelling presentations to communicate the customers current journey and Improvement priorities - Owns customer communications plan - Provides executive summaries of findings and solutions, impact to customer satisfaction - Owns strategy, design and delivery of measurement programs inc; oversees data collection and analysis - Strong understanding of data analysis - Ensures all VOC data is accurately collected and efficiently provided to the data analysts - Works closely with data analysts to understand gaps - Delivers clear recommendations based on Customer improvement priorities - Owns customer contact lists for surveys Qualifications - 7+ years experience preferred - Bachelor's degree preferred 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.

Keywords: Telecity Group, Denver , Senior Change and Communications Manager, Customer Experience, Executive , Denver, Colorado

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