[Hiring] Associate Customer Experience Manager @Dexcom

Role Description

The Associate Customer Insights Manager is a key member of Dexcom’s Global Customer Insights team, supporting the Customer Experience (CX) Voice of the Customer (VoC) program in North America. The team continuously listens across the customer journey, translates feedback into actionable insights, and partners with regional and global stakeholders to improve experiences, strengthen loyalty, and inform business decisions.

In this role, you will help operate and scale always-on CX programs for North America products and digital experiences, with a particular focus on Stelo, an OTC glucose biosensor. You will help build this program, including working cross-functionally to monitor and update an end-to-end listening program across the customer journey.

• Manage survey design, dashboards, system integrations, closed-loop workflows, repeatable reporting, product complaint processes, and customer feedback coding.
• Work closely with regional market teams, Technical Support, Customer Service, Product, Marketing, Quality, IT, Data Science, and external partners.

Qualifications

• Experience supporting customer experience, Voice of the Customer, consumer insights, market research, customer analytics, or related programs.
• Experience designing, programming, deploying, and maintaining customer surveys, including transactional, relationship, digital intercept, onboarding, or churn surveys.
• Experience using Qualtrics, Forsta or a comparable experience management platform to manage surveys, workflows, dashboards, distributions, and reporting.
• Strong analytical skills with the ability to interpret quantitative and qualitative data, identify themes and drivers, and translate findings into clear implications and recommended actions.
• Ability to communicate data through concise, compelling presentations, dashboards, and written summaries tailored to technical, operational, and leadership audiences.
• Strong project management and organizational skills, with the ability to manage multiple priorities, track dependencies, maintain accurate documentation, and execute with appropriate supervision.
• Strong attention to detail and commitment to data quality, consistency, and reliable program execution.
• Demonstrated problem-solving skills and the ability to troubleshoot issues, coordinate across teams, and adjust quickly in a fast-paced environment.
• Excellent written and verbal communication skills and the ability to build productive working relationships across functions, regions, and time zones.
• Customer-centric mindset and passion for using feedback to improve products, services, and end-to-end experiences.

Requirements

• Support end-to-end operations for North America CX and VoC programs, including survey design, programming, quality assurance, launch, monitoring, maintenance, analysis, reporting, and stakeholder follow-through on new product launches.
• Own day-to-day North America Stelo CX program operations, including surveys, dashboards, system integrations, closed-loop ticketing, and issue resolution.
• Customize and maintain surveys, workflows, reports, dashboards, distributions, access, and governance for customer-facing teams across multiple markets and languages.
• Partner with IT and business teams to support integrations between our survey platforms and enterprise systems such as Salesforce, Veeva, digital platforms, and ticketing workflows.
• Manage recurring data pulls, routine analyses, and repeatable reporting that address stakeholder needs and improve the speed and consistency of insight delivery.
• Analyze structured and unstructured customer feedback to identify trends, pain points, loyalty drivers, emerging risks, and opportunities across products, markets, and customer touchpoints.
• Support the use of AI-enabled tools and automated workflows to improve the speed, consistency, and scalability of feedback coding, complaint identification, synthesis, and reporting.
• Develop clear reports, dashboards, presentations, and readouts that translate customer data into concise stories, implications, and recommended actions for regional and global stakeholders.
• Collaborate across Technical Support, Customer Service, Product, Marketing, Quality, Data Science, IT, and regional market teams to turn insights into prioritized customer experience improvements.
• Manage project timelines, documentation, translations, regulatory and privacy inputs, testing, and stakeholder communications across multiple concurrent initiatives.

Benefits

• A front row seat to life changing CGM technology.
• Learn about our brave #dexcomwarriors community.
• A full and comprehensive benefits program.
• Growth opportunities on a global scale.
• Access to career development through in-house learning programs and/or qualified tuition reimbursement.
• An exciting and innovative, industry-leading organization committed to our employees, customers, and the communities we serve.

Experience and Education Requirements

• Typically requires a Bachelor’s degree and a minimum of 5 – 8 years of related experience.

Remote Workplace

• Your location will be a home office; you are not required to live within commuting distance of your assigned Dexcom site (typically 75 miles/120km).
• If you reside within commuting distance of a Dexcom site (typically 75 miles/120km) a hybrid working environment may be available.