Customer Experience Manager

vor 14 Stunden

Mainz, Rheinland-Pfalz, Deutschland Dexcom Vollzeit
About Dexcom

Dexcom, Inc. is a leading company in the development and marketing of continuous glucose monitoring (CGM) systems for ambulatory use by people with diabetes and healthcare providers treating people with diabetes. The company is at the forefront of transforming diabetes care and treatment by providing CGM technology to support better treatment outcomes for patients and healthcare professionals. Since its inception, Dexcom has focused on delivering exceptional solutions and empowering the community to take control of diabetes. With a global presence and a commitment to innovation, Dexcom is shaping the future of diabetes management.

Job Summary

We are seeking a highly skilled Customer Experience Manager to join our team in the DACH region. As a key member of our customer experience team, you will be responsible for collecting, analyzing, and interpreting customer experience data to provide actionable insights and support strategic decision-making within the organization. This role involves managing customer experience data systems, developing analytical frameworks, and leveraging advanced analytics techniques and customer journey mapping to uncover trends, patterns, and opportunities for optimization across various business functions in the DACH region.

Key Responsibilities
  • Design and implement data collection methods, processes, and systems to ensure accurate and comprehensive customer experience and market research data capture from various internal and external sources.
  • Conduct exploratory data analysis to identify trends, correlations, and outliers that can inform business strategies and initiatives.
  • Develop and automate consolidated dashboards, reports, and visualizations to communicate key insights and performance metrics to stakeholders.
  • Conduct ad-hoc analyses and research to address specific business questions or challenges.
  • Utilize statistical techniques, machine learning algorithms, AI, and predictive modeling to identify opportunities for process improvement, revenue growth, retention, and risk mitigation.
  • Establish an agile, feedback-driven customer journey mapping for the DACH region to enhance customer satisfaction and loyalty.
  • Collaborate with cross-functional teams to define key performance indicators (KPIs) and establish benchmarks for measuring success.
  • Stay updated on emerging trends, tools, and best practices in customer experience, data analytics, and technology, and recommend innovative solutions to drive continuous improvement.
  • Provide training and support to internal stakeholders.
Requirements
  • Bachelor's degree in economics, data science, statistics, mathematics, computer science, or a related field; advanced degree preferred.
  • Proven experience (3-5 years) in customer experience, market research, data analysis, business intelligence, or a related field, with a track record of leveraging data to drive business outcomes.
  • Proficiency in data analysis using tools such as SPSS or similar.
  • Experience working with data visualization tools such as Tableau to create insightful dashboards and reports.
  • Proven experience in customer experience tools such as Qualtrics, Genesys, and Salesforce.
  • Strong experience in customer journey mapping.
  • Strong commitment to data accuracy and quality.
  • Good understanding of statistical concepts and techniques, including hypothesis testing, regression analysis, etc.
  • Excellent analytical and problem-solving skills, with the ability to translate complex data into actionable insights.
  • Solid project management skills.
  • Very good German and English skills (fluent, written, and oral).
  • Ability to work independently and as part of a team in a fast-paced, dynamic environment.
  • Experience in the medical device industry is an asset.
Competencies
  • Proven outstanding moderation, engagement, and persuasion power, with the ability to build trust.
  • Proven conceptual and innovative strength.
  • High level of understanding of customer needs and challenges.
  • Passion for customer experience.
  • High engagement and self-motivation.
  • Strategic and new solution thinking mindset.
  • Strongly developed goal and results-oriented mindset.
  • Strong collaboration and effective communication skills, with the ability to effectively convey technical concepts to non-technical stakeholders throughout the organization.
  • Good self-assessment and courage to develop creative new ideas and desire to grow in a diverse and fast-growing company.
  • Passion and commitment to helping people with diabetes improve their quality of life through breakthrough CGM technology.
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.

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