Customer Experience Strategist

vor 2 Wochen

Mainz, Rheinland-Pfalz, Deutschland Dexcom Vollzeit

We are seeking a talented Customer Experience Strategist to join our team at Dexcom

About the Role

As a Customer Experience Strategist, 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.

Your Key Responsibilities

  • You will 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.
  • You will conduct exploratory data analysis to identify trends, correlations, and outliers that can inform business strategies and initiatives.
  • You will develop and automate consolidated dashboards, reports, and visualizations to communicate key insights and performance metrics to stakeholders.
  • You will conduct ad-hoc analyses and research to address specific business questions or challenges.
  • You will utilize statistical techniques, machine learning algorithms, and predictive modeling to identify opportunities for process improvement, revenue growth, retention, and risk mitigation.
  • You will establish an agile, feedback, and KPI-driven customer journey mapping for the DACH region to enlarge our fan base and increase retention.

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, and more.
  • 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.

Competencies

  • Proven outstanding moderation, engagement, and persuasion power and the ability to build trust.
  • Proven conceptual and innovative strength.
  • Particularly 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 rtCGM 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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