Associate Customer Experience Manager

Dexcom Corporation is a pioneer and global leader in continuous glucose monitoring (CGM), aiming to improve human health through innovative technology. The Associate Customer Experience Manager will support the Customer Experience Voice of the Customer program, focusing on enhancing customer journeys and translating feedback into actionable insights.

Responsibilities:

• 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 to keep listening programs reliable and scalable
• 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; troubleshoot operational issues and coordinate testing
• 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 while maintaining appropriate quality checks
• 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

Requirements:

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