Sr Staff Behavioral Data Scientist - Customer Success at Dexcom

San Diego, California, United States -

Full Time

Start Date

Immediate

Expiry Date

16 Aug, 26

Salary

273600.0

Posted On

18 May, 26

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Behavioral Science, Customer Experience Design, Implementation Science, Stakeholder Management, Applied Behavioral Interventions, Data Analysis, Cross-functional Leadership, Operational Improvement, Human Factors, Experimental Design, Customer Success Strategy, Healthcare Analytics

Industry

Medical Equipment Manufacturing

Description

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. The GPO organization is the core transformation group responsible for architecting and owning the end-to-end technical support process for Dexcom globally. It is the driving force behind process design, reliability, transformation, and governance to deliver measurable business impact. The GPO group engages with direct and matrixed teams, working with internal departments (Product Management, CX, IT, Quality & Regulatory, etc.) to achieve outstanding experience, retention, and financial results. Where you come in: Dexcom is seeking a Senior Manager, Behavioral Science – Customer Success to lead the integration of behavioral science into the Customer Success ecosystem. This role is anchored within the Behavioral Science function and operates in close partnership with Technical Support / Customer Success to design, implement, and scale behaviorally informed support strategies aligned with enterprise engagement priorities. The Senior Manager will design and implement behaviorally informed strategies that improve customer experience, strengthen confidence during support interactions, reduce friction across the support journey, and enhance engagement with Dexcom products following customer contact. This role represents a strategic opportunity to translate behavioral insights into scalable operational improvements that benefit both customers and customer success teams. The position will work cross-functionally with Customer Success leadership, Product, Clinical Affairs, Customer Experience, and Data Science partners to drive measurable improvements in satisfaction, resolution effectiveness, and downstream product engagement. This is an applied behavioral leadership role focused on implementation and impact at scale rather than traditional academic research. • Co-develop and execute a behavioral science strategy aligned with Customer Success priorities and the broader Behavioral Science roadmap supporting engagement, adoption, and sustained product use. • Identify behavioral drivers of customer confusion, disengagement, and repeat support contacts. • Translate behavioral insights into scalable improvements across support workflows, agent interactions, and customer journeys. • Design frameworks that strengthen customer confidence, trust, and product understanding during support interactions. • Develop behaviorally informed interventions that improve satisfaction and resolution effectiveness. • Partner with Customer Success leadership to reduce friction across high-impact customer touchpoints. • Strengthen post-interaction engagement strategies that support product adoption and continued use. • Identify opportunities to reinforce onboarding through support experiences. • Apply behavioral science principles to improve agent communication and decision-support approaches. • Inform training strategies that increase agent confidence and consistency in complex support scenarios. • Improve employee experience through behaviorally informed workflow enhancements. • Lead pilots and structured experiments to evaluate support interventions in partnership with Behavioral Science analytics teams. • Define behavioral and operational metrics linking support interactions to downstream engagement outcomes. • Measure impact across satisfaction, repeat contacts, activation behaviors, and product utilization in collaboration with analytics partners. • Serve as a strategic liaison between Behavioral Science and Customer Success leadership to align support initiatives with broader behavior-change efforts across Product, Clinical Affairs, and Customer Experience. • Partner cross-functionally to scale effective behavioral interventions. • Translate qualitative and quantitative insights into actionable operational recommendations. • Support integration of behavioral evidence into the broader customer experience strategy. • Use Behavioral Science research and analytics infrastructure to ensure consistent evaluation across customer engagement initiatives. What makes you successful: • Advanced degree (PhD, MS, MPH, or equivalent experience) in Behavioral Science, Psychology, Human Factors, Implementation Science, or related field • 8+ years of experience applying behavioral science in healthcare, digital health, customer experience, or service delivery environments • Demonstrated success translating behavioral insights into operational improvements at scale • Experience working cross-functionally with operations or service organizations • Strong stakeholder engagement and influence skills across technical and non-technical audiences • Experience designing and evaluating applied behavioral interventions 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. Travel Required: • 15-25% Experience and Education Requirements: Typically requires a Bachelor’s degree in a technical discipline, and a minimum of 13+ years related experience or a Master’s degree and 8+ years equivalent industry experience or a PhD and 5+ years of 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. Please note: The information contained herein is not intended to be an all-inclusive list of the duties and responsibilities of the job, nor are they intended to be an all-inclusive list of the skills and abilities required to do the job. Management may, at its discretion, assign or reassign duties and responsibilities to this job at any time. The duties and responsibilities in this job description may be subject to change at any time due to reasonable accommodation or other reasons. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, or protected veteran status and will not be discriminated against on the basis of disability. Dexcom’s AAP may be viewed upon request by contacting Talent Acquisition at talentacquisition@dexcom.com. If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact Dexcom Talent Acquisition at talentacquisition@dexcom.com. Meritain, an Aetna Company, creates and publishes the Machine-Readable Files on behalf of Dexcom. To link to the Machine-Readable Files, please click on the URL provided: https://health1.meritain.com/app/public/#/one/insurerCode=MERITAIN_I&brandCode=MERITAINOVER/machine-readable-transparency-in-coverage?reportingEntityType=TPA_19874&lock=true 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. Salary: $164,200.00 - $273,600.00 Since 1999, Dexcom has simplified and revolutionized diabetes management, positively impacting millions worldwide. At Dexcom, we're more than just a medical device company; we're a collective of visionary thinkers, trailblazers, and problem solvers. Our mission transcends the ordinary. We aim to revolutionize healthcare, one groundbreaking technology at a time.

Responsibilities

Lead the integration of behavioral science into the Customer Success ecosystem to improve customer experience and product engagement. Design and implement scalable, behaviorally informed strategies to reduce friction in support journeys and enhance agent communication.