Dexcom, Inc. empowers people to take control of diabetes through innovative continuous glucose monitoring (CGM) systems. Headquartered in San Diego, California, Dexcom has emerged as a leader of diabetes care technology. By listening to the needs of users, caregivers, and providers, Dexcom simplifies and improves diabetes management around the world.
Dexcom’s Global Experience team is growing and we’re seeking an Associate International Customer Experience Manager. This team member will be responsible for identifying customer experience-impacting gaps and finding solutions by working with cross-functional partners across international markets. This manager will prioritize and manage customer experience activities necessary to ensure a smooth program execution, delivering seamless experiences to our customers.
The successful candidate will use qualitative and quantitative data to unearth customer friction points and identify root causes. A naturally curious problem solver and analytical thinker, you will seek to identify and implement customer solutions that can be scaled across multiple markets.
You have a strong empathy for customers and are passionate about delivering an exceptional customer experience. You are great at working cross-functionally with different stakeholder groups to achieve desired business and customer outcomes. You believe in data driven decisions and have the analytical chops to leverage data and make recommendations to inform short-term and long-term business decisions.
Functional Description: Professional Individual Contributor
Analyzes, designs, and implements changes to points of interaction between the customer and the company to enhance customer experience with company services and products. Identifies and communicates areas of improvements in client experience to enhance products and services. Serves as customer advocate and recommends and implements client feedback that influences and supports business decisions. Designs and implements systems for collecting, consolidating, and analyzing customer interaction data to produce metrics and identify areas for improvement. Collaborates with business leaders and cross-functional teams as a customer advocate to integrate client feedback and experience metrics into decisions on processes, products, and service offerings to improve client usability, satisfaction, and loyalty. May reach out to customers, interact with website users, and/or conduct focus group meetings to vet ideas and prototype solutions before implementation.
Essential Duties and Responsibilities:
Support strategy, planning and execution of international CX goals, including long-term and near-term efforts
Lead projects and initiatives to further established CX roadmaps in key markets
Work with cross-functional partners to understand consumer insights, key challenges and recommend opportunities to improve customer experience across all customer lifecycles
Continually map & optimize the customer experience based on customer feedback
Work with country managers, technical support and customer service to monitor customer journeys, performance & identify opportunities for improvement
Utilize & drive adoption of CX tools and technology in international markets
Partner with Voice of Customer measurement team to implement satisfaction measurement at appropriate touchpoints throughout the customer journey; perform analytics to generate meaningful insights
Work cross-functionally with product and customer-facing teams to infuse customer insights and learnings
Help create a standardized framework for our global Customer Experience across markets
Support creation & maintenance on CX Global Playbook
Identify and track appropriate CX metrics
Demonstrable experience performing in-depth data analytics to uncover new insights and drive CX initiatives
Proven project management experience with flawless solution delivery
Experience working in multi-disciplinary teams i.e. marketing, business transformation, operations.
Experience working in a global environment
Hands-on experience with CX management systems (Qualtrics preferred) and analysis of Voice of Customer data trends
Familiarity with customer experience journey mapping
Ability to thrive in fast-paced, start-up mentality environment
Solid experience of bridging the gap between the customer and business needs & working with strategy, insights and data teams & communicating this to key stakeholders
Awareness of current best practice CX trends
Proactive, self-starter attitude; comfortable with ambiguity and balancing multiple priorities/needs
Up to 25%
Analyzes, designs, and implements changes to points of interaction between the customer and the company to enhance customer experience with company services and products.
Identifies and communicates areas of improvements in client experience to enhance products and services.
Serves as customer advocate and recommends and implements client feedback that influences and supports business decisions.
Designs and implements systems for collecting, consolidating, and analyzing customer interaction data to produce metrics and identify areas for improvement.
Collaborates with business leaders and cross-functional teams as a customer advocate to integrate client feedback and experience metrics into decisions on processes, products, and service offerings to improve client usability, satisfaction, and loyalty.
May reach out to customers, interact with website users, and/or conduct focus group meetings to vet ideas and prototype solutions before implementation.
A seasoned, experienced professional with a full understanding of area of specialization; resolves a wide range of issues in creative ways.
Demonstrates further technical development and a track record of project success
Demonstrates an ability to coordinate multiple projects simultaneously
Considered a specialist in the field within the function.
Assists in determining objectives of assignment. Plan schedules and arranges own activities in accomplishing objectives.
Works on problems of diverse scope where analysis of data requires evaluation of identifiable factors.
Networks with senior internal and external colleagues in own area of expertise.
Demonstrates good judgment in selecting methods and techniques for obtaining solutions.
Normally receives little instruction on day-to-day work, general instructions on new assignments.
Experience and Education Requirements:
Typically requires a Bachelor’s degree and a minimum of 5 – 8 years of related experience.
Language Skills: Must be able to communicate effectively in English. Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.
Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. May be required to perform the following Physical Activity: Standing, walking, sitting, using hands, handle or feel, reach with hands and arms, climb or balance, stoop, kneel, crouch, or crawl, talk or hear, taste or smell. May be required to lift 0 lbs. to over 100 lbs.
Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. May be exposed to the following environmental conditions: Wet or humid conditions, work near moving parts, work in high - precarious places, fumes or airborne particles, toxic or caustic chemicals, outdoor weather conditions, extreme heat (non-weather), extreme cold (non-weather), risk of electric shock, work with explosives, risk of radiation, vibration. The noise level in this work environment can range from quiet to very loud.
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.
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