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, encompassing survey design, programming, quality assurance, launch, monitoring, maintenance, analysis, reporting, and stakeholder engagement.

• Oversee the daily operations of the North America Stelo CX program, which includes managing surveys, dashboards, system integrations, closed-loop ticketing, and resolving issues.

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

• Collaborate with IT and business teams to ensure seamless integrations between survey platforms and systems like Salesforce, Veeva, digital platforms, and ticketing workflows.

• Supervise regular data extractions, consistent analyses, and standardized reporting.

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

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

• Create reports, dashboards, presentations, and summaries that convert customer data into actionable insights and recommendations.

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

• Coordinate project timelines, documentation, translations, regulatory and privacy considerations, testing, and stakeholder communications across multiple simultaneous initiatives.

⛳️ Requirements

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

• Demonstrated expertise in designing, programming, deploying, and maintaining customer surveys.

• Familiarity with Qualtrics, Forsta, or a similar experience management platform.

• Strong quantitative and qualitative data analysis capabilities.

• Proficient in interpreting data, recognizing themes and drivers, and offering actionable recommendations.

• Ability to craft clear presentations, dashboards, and written summaries for technical, operational, and leadership audiences.

• Excellent project management and organizational skills.

• Capability to manage multiple priorities, track dependencies, maintain documentation, and execute tasks with appropriate supervision.

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

• Effective problem-solving and troubleshooting abilities.

• Competence in coordinating across teams and adapting swiftly in a dynamic environment.

• Outstanding written and verbal communication skills.

• Proficient at building effective relationships across functions, regions, and time zones.

• Customer-focused mindset.

• Bachelor’s degree.

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

• Willingness to travel 5–15%.

🏝️ Benefits

• A comprehensive and complete 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 option.

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

• Exposure to life-changing CGM technology.

• Be part of an innovative, industry-leading organization.