Sr. Experience Designer at Tandem Diabetes Care (San Diego, CA)

| San Diego, CA
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GROW WITH US:

Headquartered in San Diego with customers all over the world, Tandem Diabetes Care is dedicated to making the lives of people with diabetes better and better through relentless innovation. "In Tandem" means together, and we strive to embody that in every aspect of our business. Our offices are centrally located north of Downtown with easy access to the freeway.

DIABETES IS ALL WE DO:

At Tandem, Diabetes is all we do. We are the makers of the only color, touch-screen insulin pump that is capable of remote feature updates and compatibility with continuous glucose monitoring. Read more about our company and check out our latest product features and capabilities here:t:slim X2™ Insulin Pump with Control-IQ™ Technology

In addition to innovative technology, we have a culture that fosters the idea that the happiest people are the most productive people. We treat our fellow employees like friends and family, and the company like our own home. This universal respect allows us the freedom to be ourselves and to be effective at our jobs, knowing at the end of the day that we can trust everyone to do the right thing, for each other and for the company. You can learn more about our culture and life at tandem here: https://www.tandemdiabetes.com/careers/life-at-tandem and See what our customers are saying here: #tsliminthewild

A DAY IN THE LIFE:

The Senior Experience Designer role is a cross-functional leader within the organization and the primary owner of the Voice of Customer (VoC) Program, which translates research and customer feedback into actionable insights. This role will be primarily responsible for the planning, consolidation, and distribution of research and feedback, with the end goal of improving the Customer Experience. This role will serve as the connective tissue between our customer feedback channels and the product, service, and operational aspects of the business, all of whom use this information to prioritize improvement initiatives. The Senior Experience Design Strategist will be tasked with identifying, creating and communicating synthesized feedback into durable documentation, such as journey maps and customer requirements, to drive organizational alignment around the value of increased customer engagement, operational efficiencies, and sales growth across the company.

  • Drives the use of various tools and methods to engage with and gather feedback from our customers to provide requirements based on the voice of the customer (VOC); in doing so, establishes a vision for our multi-generational product, services, and operational roadmaps.
  • A natural storyteller, who translates VOC insights into business requirements that deliver growth and efficiencies for associated products or business units.
  • Works closely and collaboratively with all customer-facing organizations, including but not limited Customer Sales Support, Customer Technical Service, Product Management, Operations, Commercial Marketing and Sales, to lead to timely delivery of Customer Experience initiatives.
  • Works with Behavior Science, Data Science, and Clinical teams to maximize use of subject matter experts, existing customer data, and minimize burden associated with data collection efforts. Also, works to ensure the best-in-class methods are utilized in the collection and sharing of VoC insights
  • Supports the collaboration with external partners to maximize the utility of the platforms utilized by our internal terms who are supporting our customer base.
  • Represents the company as well as the VoC during medical conferences, sales meetings, and customer visits.
  • Functions as an internal champion for all customers by pressure-testing intuition with data and leveraging scientific methodologies for Human-Centered Design.
  • Provides thought leadership in segmentation, positioning, and customer targeting with Marketing and Marketing Communications.
  • Monitors all activity associated with the Patient Journey, including internal and external data, and actively works to quantify or summarize this information for cross-functional stakeholders.
  • Proactively communicates with stakeholders on performance-related issues, seeking to resolve any challenges facing our customers in a timely manner.
  • Supports ongoing training and cultural adoption of the Customer-Centric mindset, including onboarding for new employees or refreshing the mindset among more tenured employees.
  • Ensures work is performed in compliance with company policies including Privacy/HIPAA and other regulatory, legal, and safety requirements.


YOU'RE AWESOME AT:

  • Skilled in translating market research into customer requirements.
  • Proven ability to create a project vision and business case, utilizing data and evidence available from the customer journey, to create compelling investment proposals or experience improvement initiatives.
  • Proven ability to set strategic and tactical direction for cross-functional teams, assigning functionally specific tasks, and holding cross-functional teams accountable to timely delivery.
  • Knowledge and insight into the market, reimbursement, competition and other internal and external factors.
  • Knowledge and insight into the pump and pump accessories categories as well as the delivery of durable medical equipment to the diabetes segment.
  • Skilled at clearly conveying in-depth knowledge to all levels within, and outside of, the organization.
  • Skilled at creating a cooperative and safe team environment, enabling high performing project teams.
  • Able to objectively evaluate situations and make recommendations for changes considering project demands.


EXTRA AWESOME:

  • BS/BA degree business, health sciences, or related field or equivalent combination of education and applicable job experience.
  • 6+ years of related experience in medical device product management, marketing, sales, or clinical support.
  • Experience in consumer medical devices, preferred.
  • Experience in human-centered design, such as journey maps, service design, and/or qualitative research to bring VoC to life


WHAT'S IN IT FOR YOU?

At Tandem, our employees are just as important as our customers! Not only do we hire the best, we reward, develop, and retain them too. At Tandem we offer competitive compensation packages, superb medical, dental and vision, a discounted stock purchasing plan, fitness discounts, generous PTO, casual work attire and more! For a full list of benefits please review our perks page at https://www.tandemdiabetes.com/careers/benefits.

BE YOU, WITH US!

We're always looking for awesome, forward-thinking achievers to join our workforce. We are committed to making sure our company fully reflects the diverse consumers who use our product. We are making strides towards this goal and are firmly committed to being an equal opportunity employer and maintaining a diverse and inclusive environment.

REFERRALS:

We love a good referral! If you know someone that would be a great fit for this position, please share!

If you are applying for this job and live in California, please read Tandem's CCPA Notice:

https://www.tandemdiabetes.com/careers/california-consumer-privacy-act-notice-for-job-applicants
More Information on Tandem Diabetes Care
Tandem Diabetes Care operates in the Biotech industry. The company is located in San Diego, CA and Boise, ID. Tandem Diabetes Care was founded in 2006. It has 1300 total employees. To see all 46 open jobs at Tandem Diabetes Care, click here.
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