Who are we?
Equinix is the world's digital infrastructure company®, shortening the path to connectivity to enable the innovations that enrich our work, life and planet.
A place where bold ideas are welcomed, human connection is valued, and everyone has the opportunity to shape their future.
A career at Equinix means being at the center of shaping what comes next and amplifying customer value through innovation and impact. You'll work across teams, influence key decisions, and help shape the path forward. You'll find belonging, purpose, and a team that welcomes you-because when you feel valued, you're empowered to do your best work.
The Customer Insights Analyst AKA Associate Customer Support Process Analyst (ACSPA) strengthens the Quality Team's analytical capabilities by transforming QA signals and support data into actionable insights. This role identifies performance patterns, supports root cause investigations, and helps drive improvements that elevate efficiency, quality, and customer experience across Customer Support (CS).
Responsibilities
- Conduct targeted QA audits and trend analyses to identify performance patterns.
- Analyze QA findings and support data to identify trends, risks, and improvement opportunities.
- Support root cause investigations across key CS metrics (CSAT, MTTR, Reopen Rate, escalation drivers).
- Convert insights into clear reports, summaries, and recommendations for the wider team and CS leadership.
- Collaborate with cross-functional teams (Ops, Product, Billing, CSM) to validate causes and inform solutions.
- Track progress of improvement actions and surface blockers or risks to leadership.
- Maintain structured documentation of findings, insights, and improvement status.
- Contribute to dashboards, measurement tools, and feedback loops for leadership visibility.
- Support enablement and operations in embedding process changes and addressing performance gaps.
- Participate in governance, calibration, and review sessions to ensure alignment across CS teams.
- Assist senior team members in preparing data-driven insight presentations for leadership.
Required Qualifications - Foundational data analytics capability, including the ability to interpret trends, identify patterns, and derive actionable insights from support and quality data.
- Ability to clearly communicate insights to peers, managers, and cross-functional stakeholders.
- Strong attention to detail, accuracy, and structured problem-solving.
- Collaborative and proactive mindset with the ability to support improvement initiatives end to end.
- Amenable to Hybrid Set-Up and Mid Shift Schedule
- Location: Glas Tower, Ortigas Center, Pasig City
Preferred Qualifications- Familiarity with Customer Service operational metrics (e.g., CSAT, MTTR, Reopen Rate, AHT).
- Lean Six Sigma or similar process improvement exposure.
- Experience in root cause analysis, performance reporting, or continuous improvement work.
- Familiarity with data visualization tools (Power BI, Tableau).
- Experience participating in governance meetings or leadership reporting.
Equinix is committed to ensuring that our employment process is open to all individuals, including those with a disability. If you are a qualified candidate and need assistance or an accommodation, please let us know by completing this form.
Equinix is an Equal Employment Opportunity and, in the U.S., an Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to unlawful consideration of race, color, religion, creed, national or ethnic origin, ancestry, place of birth, citizenship, sex, pregnancy / childbirth or related medical conditions, sexual orientation, gender identity or expression, marital or domestic partnership status, age, veteran or military status, physical or mental disability, medical condition, genetic information, political / organizational affiliation, status as a victim or family member of a victim of crime or abuse, or any other status protected by applicable law.
We use artificial intelligence in our hiring process. Learn more here.This posting is a new position within our organization.
