Associate Customer Experience Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Facilitate comprehensive operations for North America CX and Voice of the Customer initiatives, which include survey design, programming, quality assurance, launch, monitoring, maintenance, analysis, reporting, and ensuring stakeholder follow-through on new product introductions.

• Oversee daily operations of the North America Stelo CX program, encompassing surveys, dashboards, system integrations, closed-loop ticketing, and issue resolution.

• Tailor and uphold surveys, workflows, reports, dashboards, distributions, access, and governance across various markets and languages.

• Collaborate with IT and business teams to integrate survey platforms with Salesforce, Veeva, digital platforms, and ticketing workflows; resolve issues and coordinate testing efforts.

• Administer recurring data pulls, regular analyses, and standardized reporting.

• Examine both structured and unstructured customer feedback to uncover trends, pain points, loyalty drivers, risks, and opportunities.

• Assist in the implementation of AI-driven tools and automated workflows for feedback coding, complaint identification, synthesis, and reporting.

• Create reports, dashboards, presentations, and readouts that translate customer insights into actionable implications and recommendations.

• Work in partnership with Technical Support, Customer Service, Product, Marketing, Quality, Data Science, IT, and regional market teams to prioritize enhancements in customer experience.

• Oversee project timelines, documentation, translations, regulatory and privacy considerations, testing, and communications with stakeholders across multiple concurrent initiatives.

⛳️ Requirements

• Proven experience in supporting customer experience, Voice of the Customer, consumer insights, market research, customer analytics, or similar programs.

• Proficient in designing, programming, deploying, and maintaining customer surveys.

• Familiarity with Qualtrics, Forsta, or an equivalent experience management platform.

• Strong skills in both quantitative and qualitative data analysis.

• Capability to identify key themes and drivers and convert findings into actionable recommendations.

• Proficiency in communicating data through presentations, dashboards, and written summaries.

• Excellent project management and organizational abilities.

• Keen attention to detail and a strong commitment to data quality.

• Adept problem-solving and troubleshooting skills.

• Exceptional written and verbal communication skills.

• Ability to work across different functions, regions, and time zones.

• A customer-centric approach.

• Bachelor’s degree.

• A minimum of 5–8 years of relevant experience.

• Willingness to travel 5–15%.

🏝️ Benefits

• A full and comprehensive benefits program.

• Opportunities for growth on a global scale.

• Access to career development through in-house learning programs and/or eligible tuition reimbursement.

• Home office workplace options.

• Flexible workplace options may be available for employees within commuting distance of a Dexcom site.

• 5–15% travel opportunities.