Customer Insights Manager

About Dexcom

Founded in 1999, Dexcom, Inc. (NASDAQ: DXCM), develops and markets Continuous Glucose Monitoring (CGM) systems for ambulatory use by people with diabetes and by healthcare providers for the treatment of people with diabetes. The company is the leader in transforming diabetes care and management by providing CGM technology to help patients and healthcare professionals better manage diabetes. Since the company's inception, Dexcom has focused on better outcomes for patients, caregivers, and clinicians by delivering solutions that are best in class - while empowering the community to take control of diabetes. Dexcom reported full-year 2022 revenues of $2.9B, a growth of 18% over 2021. Headquartered in San Diego, California, with additional offices in the Americas, Europe, and Asia Pacific, the company employs over 8,000 people worldwide.

Meet the team:

We are seeking a highly motivated and customer-centric individual to join our team as a Customer Insights Manager. This individual will be responsible for capturing, analyzing, and leveraging customer feedback and generate actionable insights to drive improvements in our products, services, and customer experience. This role will play a critical part in shaping our customer-centric strategies and enhancing customer satisfaction and loyalty.

Where you come in:

• Manage and expand a comprehensive VOC program, including methodologies for gathering effective customer feedback, data analysis and synthesis, and delivering insights that drive actions.
• Design and conduct surveys, feedback forms, and other feedback mechanisms to collect customer insights across various touchpoints and interactions.
• Analyze VOC data to identify trends, patterns, and areas of improvement, and provide recommendations to relevant teams and stakeholders.
• Collaborate with cross-functional teams, including product development, marketing, customer service, operations, and regional leadership, to translate VOC insights into actionable strategies and initiatives.
• Monitor and track customer satisfaction metrics, NPS (Net Promoter Score), and other relevant KPIs to evaluate the effectiveness of VOC initiatives and measure customer experience improvements.
• Conduct competitive analysis and benchmarking to gain a deep understanding of industry trends and best practices related to VOC.
• Ensure the VOC program aligns with our company's goals, values, and customer experience strategy.
• Establish and maintain strong relationships with internal stakeholders across Europe and Asia, ensuring effective communication and collaboration in VOC-related initiatives.
• Stay up to date with the latest customer experience trends, methodologies, and technologies, and proactively recommend innovative approaches to enhance our VOC program.

What makes you successful:

• Bachelor's degree in Business, Engineering, Psychology, Economics, or a related quantitative field. A master's degree is a plus.
• Proven experience in a VOC or customer insights role, across B2B & B2C.
• Exceptional analytical skills with experience in analyzing customer feedback data and deriving actionable insights.
• Proficient in using VOC tools and platforms, survey software, and data analytics tools. Qualtrics experience strongly preferred.
• Excellent communication skills, both verbal and written, with the ability to present complex data and insights in a clear and impactful manner. Should be able to present results & insights to senior leadership.
• Demonstrated ability to collaborate effectively with cross-functional teams internationally and influence stakeholders at various levels of the organization.
• Strong project management skills with the ability to manage multiple initiatives simultaneously and meet deadlines.
• Customer-centric mindset with a passion for delivering exceptional customer experiences.
• Familiarity with CRM systems, customer feedback management platforms, and data visualization tools is desirable.
• Knowledge of industry best practices and emerging trends in VOC and customer experience management.

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.

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.

Experience and Education

• Typically requires a Bachelors degree with 8-12 years of industry experience.
• 2-5 years of previous management or lead experience.

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 [email protected].

If 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 [email protected].

View the OFCCP's Pay Transparency Non Discrimination Provision at this link.

UnitedHealthcare 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://transparency-in-coverage.uhc.com/.

To 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.

Salary:

$95,900.00 - $159,900.00