Associate Customer Experience Manager

Dexcom; United States; Hybrid; USD 75,000 - 125,000; Full time

Benefits offered by this job

Flexible work options

Job summary

Dexcom, a leader in CGM technology, seeks an Associate Customer Insights Manager to advance the North America VoC program and scale CX listening across the customer journey, including the Stelo sensor. You will design surveys, build dashboards, and coordinate with IT and regional teams to ensure timely, decision-ready insights during launches and daily operations.

You will collaborate with Marketing, Product, Quality, and Support teams to translate feedback into prioritized improvements, while

Qualifications

• Bachelor’s degree required in a related field.
• 5–8 years of experience in CX/VoC or market research.
• Experience with Qualtrics or Forsta.
• Strong analytical and storytelling skills.
• Ability to partner across regions and time zones.

Responsibilities

• Support end-to-end NA CX and VoC programs, including surveys, dashboards, and reporting.
• Own day-to-day North America Stelo CX program operations.
• Design and customize surveys, workflows, reports, dashboards, and distributions.
• Collaborate across teams to translate insights into practical improvements.

Skills

VoC programs

Survey design

Data analysis

Stakeholder comms

Project management

Qualtrics/Forsta

AI in CX

Education

Bachelor’s degree

Tools

Salesforce

Veeva

Slack/Teams

Job description

The CompanyDexcom Corporation (NASDAQ DXCM) is a pioneer and global leader in continuous glucose monitoring (CGM). Dexcom began as a small company with a big dream: To forever change how diabetes is managed. To unlock information and insights that drive better health outcomes. Here we are 25 years later, having pioneered an industry. And we're just getting started. We are broadening our vision beyond diabetes to empower people to take control of health. That means personalized, actionable insights aimed at solving important health challenges. To continue what we've started: Improving human health.We are driven by thousands of ambitious, passionate people worldwide who are willing to fight like warriors to earn the trust of our customers by listening, serving with integrity, thinking big, and being dependable. We've already changed millions of lives and we're ready to change millions more. Our future ambition is to become a leading consumer health technology company while continuing to develop solutions for serious health conditions. We'll get there by constantly reinventing unique biosensing-technology experiences. Though we've come a long way from our small company days, our dreams are bigger than ever. The opportunity to improve health on a global scale stands before us.Meet the team: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. You will manage survey design, dashboards, system integrations, closed-loop workflows, repeatable reporting, product complaint processes, and customer feedback coding so stakeholders have reliable, decision-ready insights during launches, hypercare periods, and ongoing operations.You will work closely with regional market teams, Technical Support, Customer Service, Product, Marketing, Quality, IT, Data Science, and external partners. The ideal candidate is customer-centered, analytically curious, highly organized, comfortable working across countries and time zones, and motivated by turning complex feedback and operational data into clear actions.Where you come in: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.What makes you successful: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.What you’ll get: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.Travel Required:5-15%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. Ask about our Flex workplace option.Please note: The information contained herein is not intended to be an all-inclusive list of the duties and responsibilities of the job, nor are they intended to be an all-inclusive list of the skills and abilities required to do the job. Management may, at its discretion, assign or reassign duties and responsibilities to this job at any time. The duties and responsibilities in this job description may be subject to change at any time due to reasonable accommodation or other reasons. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, or protected veteran status and will not be discriminated against on the basis of disability. Dexcom’s AAP may be viewed upon request by contacting Talent Acquisition at [e-mail] you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact Dexcom Talent Acquisition at [e-mail], an Aetna Company, creates and publishes the Machine-Readable Files on behalf of Dexcom. To link to the Machine-Readable Files, please click on the URL provided: https://health1.meritain.com/app/public/#/one/insurerCode=MERITAIN_I&brandCode=MERITAINOVER/machine-readable-transparency-in-coverage?reportingEntityType=TPA_19874&lock=trueTo all Staffing and Recruiting Agencies: Our Careers Site is only for individuals seeking a job at Dexcom. Only authorized staffing and recruiting agencies may use this site or to submit profiles, applications or resumes on specific requisitions. Dexcom does not accept unsolicited resumes or applications from agencies. Please do not forward resumes to the Talent Acquisition team, Dexcom employees or any other company location. Dexcom is not responsible for any fees related to unsolicited resumes/applications.AI in Hiring Notice: We may use AI supported tools to help make our hiring process more efficient, consistent, and accessible for candidates around the world. All hiring decisions are made by people.Salary:$75,200.00 - $125,300.00#DexcomUS