Associate Customer Experience Manager

Dexcom • Remote California, CA

2d • $82,900 - $138,100 • Remote

About The Position

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.

Requirements

• 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.

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.

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level