Customer Experience Associate Manager - Healthcare - UK - Remote Eligible

Customer Experience Associate Manager

This role can be based in the UK, Ireland, Lithuania or Spain. You must have the right to work in the selected country. Sponsorship is not offered for this role.

The EMEA Customer Experience team at Dexcom is looking for passionate individuals who are ready to make a difference in the lives of people using our Continuous Glucose Monitoring (CGM) systems. In this role, you'll have the opportunity to support and guide customers, helping them navigate their diabetes management with our innovative technology. You'll be part of a dynamic team focused on delivering exceptional service and improving patient outcomes. If you're excited about shaping the future of diabetes care and creating positive, impactful experiences for our users, this is the perfect opportunity for you!

Where you come in:

• Customer Insights: You will conduct customer research to gather insights and identify areas for improvement in our products and services (including our support services, our websites and webshops). You will analyze customer feedback and data to inform decision-making and enhance the user experience. You'll be responsible for turning insights into action and make recommendations to roll out across individual EMEA markets.
• Survey Management: You will program, manage, and administer surveys using Qualtrics to gather actionable insights on customer satisfaction and product usage. You ensure survey design aligns with best practices for maximum response quality and relevance.
• Collaboration: You will work closely with product development, marketing, sales, and support teams to ensure a consistent and positive customer experience. You may facilitate workshops and meetings to gather input and align on CX strategies.
• Research Support: You may assist in admin related to various research projects, including surveys, interviews, and usability studies related to Dexcom products. You will help synthesize research findings and present actionable recommendations to stakeholders.
• Data Visualization: You will utilize data visualization tools to present complex data in an accessible format for internal stakeholders.
• Customer Engagement: You may develop and implement strategies to enhance customer engagement and satisfaction with Dexcom products. You will monitor customer journey touchpoints and identify opportunities for improvement.

What makes you successful:

• Experience: You have 5+ years of experience in customer experience, customer support, or a related field, preferably in the medtech or healthcare sector.
• Technical Skills: You are proficient in Qualtrics for survey programming and management.
• Research Skills: You have an understanding of customer research methodologies and the ability to support research projects.
• Collaboration Skills: You have proven ability to work effectively in cross-functional teams and foster strong relationships.
• Analytical Skills: You have a strong analytical mindset with experience in interpreting data to drive insights.
• Communication Skills: You possess excellent verbal and written communication skills, with the ability to convey complex information clearly.
• Adaptability: You have a willingness to adapt to changing priorities and work on various projects as needed.

Preferred Qualifications:

• You have a familiarity with the diabetes management landscape and regulatory environment.

What you'll get:

• A front row seat to life changing CGM technology.
• 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.

Travel Required: 0-5%

Experience and Education Requirements: Typically requires a Bachelor's degree and a minimum of 5 – 8 years of related experience.

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.