End-to-End Service Lead

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:

Join Dexcom’s Product Management, End-to-End Experience Team – focused on improving how diabetes care is delivered across the full patient journey. We’re building a connected ecosystem that helps people successfully onboard, stay engaged, and sustain long‑term health outcomes, while making it easier for the teams that support them to deliver great service.

In this role, you’ll be the service design partner to a team of Product Managers – bringing deep expertise in journey research, blueprinting, and experience systems to help us identify the highest-impact service opportunities and translate them into actionable inputs for product and operational teams. You’ll work closely with Customer Experience (CX), Market Research, User Research, UX Design, and cross-functional delivery partners to connect what we learn to what we change.  A key part of the work is building and maintaining our service design blueprints – turning complex, multi-touchpoint journeys into shared visibility across teams, with clear hypotheses, experience gaps, and measurable outcomes.

Where you come in:

• You partner with Product Managers to drive end-to-end service design across key patient and provider journeys – connecting insights to opportunities, and opportunities to shipped improvements.

• You plan and lead journey discovery (e.g., interviews, field studies, service safari, concept/service testing) in collaboration with UX Research to identify the most consequential pain points and moments that matter.

• You build and maintain service design blueprints (frontstage/backstage, systems, roles, dependencies) as living artifacts that inform product + service strategy and sequencing.

• You facilitate cross-functional workshops to align teams on current state → future state, clarify root causes, and co-create service concepts that are feasible in a regulated, operationally complex environment.

• You translate blueprint/journey findings into decision-ready inputs for PMs and others solutioning across the end to end experience: clear opportunity framing, experience principles, differentiators, service requirements, and prioritization criteria.

• You co-define what “better” means: partner to connect experience gaps to measures of success (user + business), and help teams instrument learning loops where possible.

• You socialize service design thinking across teams – creating shared language, reusable templates, and a cadence for keeping service design artifacts current as the ecosystem evolves.

What makes you successful:

• You have 10+ years of service design experience with a portfolio showing meaningful shipped changes (not just artifacts) that improved outcomes for users and the business.

• You’re highly skilled in service blueprinting and journey mapping – able to model complex ecosystems (people, process, policy, tech) and keep these artifacts alive over time.

• You can move from ambiguity to clarity: synthesizing research into crisp problem statements, root causes, and prioritized opportunity areas that PMs and delivery teams can act on.

• You’re an excellent facilitator and communicator – able to align diverse stakeholders, surface tradeoffs, and drive shared understanding without relying on formal authority.

• You balance qualitative depth with pragmatic decision-making – using evidence to