Customer Experience/Journey Manager

Über Dexcom

Dexcom, Inc. (NASDAQ: DXCM) wurde 1999 gegründet und entwickelt und vermarktet Systeme zur kontinuierlichen Glukoseüberwachung (CGM) für den ambulanten Einsatz durch Menschen mit Diabetes und durch Gesundheitsdienstleister zur Behandlung von Menschen mit Diabetes. Das Unternehmen ist führend bei der Umgestaltung der Diabetesversorgung und -behandlung, indem es CGM-Technologie bereitstellt, um Patient:innen und medizinisches Fachpersonal bei der besseren Behandlung von Diabetes zu unterstützen. Seit der Gründung des Unternehmens hat sich Dexcom auf bessere Ergebnisse für Patient:innen , Pflegekräfte und Ärzt:innen konzentriert, indem es erstklassige Lösungen liefert und gleichzeitig die Gemeinschaft in die Lage versetzt, Diabetes in den Griff zu bekommen. Dexcom meldete für das Gesamtjahr 2022 einen Umsatz von 2,9 Milliarden US-Dollar, ein Wachstum von 18% gegenüber 2021. Das Unternehmen mit Hauptsitz in San Diego, Kalifornien, und weiteren Niederlassungen in den USA, Europa und im asiatisch-pazifischen Raum beschäftigt weltweit über 9.000 Mitarbeiter.

Where you come in:

As Manager Customer Experience DACH you are responsible for collecting, analysing, 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, leveraging advanced analytics techniques and customer journey mapping to uncover trends, patterns, and opportunities for optimization across various business functions in the DACH region and increase retention of Dexcom customers.

What makes you successful:

• You 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 conduct exploratory data analysis to identify trends, correlations, and outliers that can inform business strategies and initiatives;
• You develop and automate consolidated dashboards, reports, and visualizations to communicate key insights and performance metrics to stakeholders;
• You conduct ad-hoc analyses and research to address specific business questions or challenges;
• You utilize statistical techniques, machine learning algorithms, ai, and predictive modelling to identify opportunities for process improvement, revenue growth, retention and risk mitigation;
• You establish an agile, feedback and KPI-driven customer journey mapping for the DACH region in order to enlarge our fan base and increase retention;
• You collaborate with cross-functional teams to define key performance indicators (KPIs) and establish benchmarks for measuring success;
• You stay updated on emerging trends, tools, and best practices in customer experience, data analytics and technology, and recommend innovative solutions to drive continuous improvement;
• You 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 sfdc;
• 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 & English skills [fluent, written and oral];
• Ability to work independently and as part of a team in a fast-paced, dynamic environment.
• Experience in medical device industry is an asset.

Competencies:

• Proven outstanding moderation, engagement and persuasion power and the ability

to built trust;
- Proven conceptual and innovative strength;
- Particularly high level of understanding of customer needs and challenges;
- Passion for customer experience;
- High engagement & 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 organisation;

• 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. Learn about our brave #dexcomwarriors community .
• 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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