Senior Service Designer, Technical Support

The Company

Dexcom Corporation (NASDAQ DXCM) is a pioneer and global leader in continuous glucose monitoring (CGM). Dexcom began as a small company with a big dream: To forever change how diabetes is managed. To unlock information and insights that drive better health outcomes. Here we are 25 years later, having pioneered an industry. And we're just getting started. We are broadening our vision beyond diabetes to empower people to take control of health. That means personalized, actionable insights aimed at solving important health challenges. To continue what we've started: Improving human health.

 

We are driven by thousands of ambitious, passionate people worldwide who are willing to fight like warriors to earn the trust of our customers by listening, serving with integrity, thinking big, and being dependable. We've already changed millions of lives and we're ready to change millions more. Our future ambition is to become a leading consumer health technology company while continuing to develop solutions for serious health conditions. We'll get there by constantly reinventing unique biosensing-technology experiences. Though we've come a long way from our small company days, our dreams are bigger than ever. The opportunity to improve health on a global scale stands before us.

Meet the team:

Dexcom has been ranked in the Top 10 on Forbes “Best Customer Service” list 2 years in a row. The Technical Support team is redefining how MedTech support is delivered, customer obsessed, technology first and outcome driven. We’re building intelligent support layers that guide patients, providers, and partners through seamless journeys anchored on customer success.

Technical Support is improving how Dexcom supports patients, caregivers, healthcare professionals and partners. The team combines skilled human support with self-service and automation to help people resolve issues safely and with less effort.

This role sits within the Digital Enablement function supporting Technical Support and works across Operations, IT, Product, Data, Quality, Training, and related partner teams to improve customer and agent service journeys.

The Digital Enablement function acts as the strategic connector across Technical Support, IT, Product, Customer Experience, and Data organizations. The team is responsible for translating business needs into scalable solutions that improve customer experience, streamline agent workflows, increase operational efficiency, and accelerate digital transformation. Through expertise in customer support platforms, analytics, automation, AI, and experience design, the team helps shape the future of Technical Support at Dexcom.

Where you come in:

As a Senior Service Designer, Technical Support, you will independently design and improve end-to-end customer and agent support journeys across self-service and assisted channels. You will connect customer- facing interactions with agent workflows, operational processes, policies, content, data, and enabling

systems so the overall service works coherently. You will synthesize evidence into journey maps, service blueprints, concepts, prototypes, and service requirements, then facilitate cross-functional teams as they test, implement, measure, and iterate improvements.

• Use journey analytics, contact reasons, call and interaction data, customer research, complaints, operational metrics, and agent feedback to identify failure points, repeat contacts, transfers, abandonment, and avoidable effort across digital and assisted experiences.

• Translate customer and agent behavior into clear, prioritized service improvements with defined success measures and expected operational impact.

• Design, prototype, and test handoffs between self-service and live support so customers reach the right support at the right time, with context preserved and safety-critical issues not blocked by automation.

• Partner with Operations, IT, Product, Data, Quality, Training, and other stakeholders to align service improvements, resolve dependencies, and ensure solutions are usable, adopted, and measurable.

• Synthesize evidence from speech analytics tools such as CallMiner, call listening, customer research, surveys, complaints, journey analytics, operational metrics, and agent feedback to guide service design decisions.

• Lead or support research, prototyping, usability testing, service experiments, and iteration of workflows such as IVR flows, bots, guided experiences, knowledge content, automation, and escalation paths.

• Contribute to improved adoption, reduced customer effort, better agent experience, and measurable service outcomes across Technical Support.

What makes you successful:

• 5+ years of relevant experience in service design, UX, CX, or complex customer journey design, with proven examples of implemented service improvements in a portfolio or comparable work samples.

• Familiarity with contact center or customer support environments, including tiered support or escalation models, preferred.

• Ability to observe customer and agent behavior and translate qualitative and quantitative insights into practical, scalable improvements.

• Strong collaboration and facilitation skills across Operations, IT, Product, Data, Quality, Training, and other cross-functional partners.

• Data-informed mindset with curiosity about customer and agent behavior, using evidence to prioritize improvements and evaluate outcomes.

• Ability to balance customer and agent needs, operational constraints, safety considerations, regulatory expectations, and business objectives.

• Experience working in a regulated enterprise environment preferred.

• Passion for improving customer experience, reducing friction, and designing coherent services across digital channels, assisted support, processes, policies, data, and systems.

To all Staffing and Recruiting Agencies: Our Careers Site is only for individuals seeking a job at Dexcom. Only authorized staffing and recruiting agencies may use this site or to submit profiles, applications or resumes on specific requisitions. Dexcom does not accept unsolicited resumes or applications from agencies. Please do not forward resumes to the Talent Acquisition team, Dexcom employees or any other company location. Dexcom is not responsible for any fees related to unsolicited resumes/applications.

AI in Hiring Notice: We may use AI supported tools to help make our hiring process more efficient, consistent, and accessible for candidates around the world. All hiring decisions are made by people.

At Dexcom, we are committed to providing a fair and inclusive recruitment process, and welcome candidates of all genders and gender identities to apply. If any wording in this description appears unintentionally gendered or exclusionary, please be assured this is not intentional.

 

Should a reasonable accommodation be necessary to aid a disability, requests should be sent to Dexcom Talent Acquisition at [email protected].

The monthly base salary for this position is from €4,809.58 to €6,224.17 gross. Final offer will depend on your qualifications, competencies, and professional experience.

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