Sr. Manager - Capability Leader, Sentiment Intelligence
About the role
Competency lead for Sentiment Intelligence at Dexcom Philippines. You build and operate a Voice-of-Customer system that turns Genesys, CallMiner, and Qualtrics signals into friction themes, quantified opportunities, and closed-loop measurement for global technical support.
What you'll do
- Build and operate a single integrated Voice-of-Customer system that converts Genesys/CallMiner/Qualtrics signals into trusted friction themes, quantified opportunities, and closed-loop measurement.
- Partner with SPOs to translate insights into backlog actions and define measurable success criteria for changes.
- Establish experimentation cadence and test-and-learn discipline; recommend A/B or phased approaches where appropriate.
- Ensure data quality and trust: definitions, refresh cadence, sampling logic, and narrative integrity.
- Provide executive-ready storytelling that links customer pain to business impact and recommended actions.
Requirements
- Strong expertise in CX/VoC, interaction analytics, sentiment measurement, and experimentation.
- Proven tool fluency across VoC and contact center analytics platforms (CallMiner / Qualtrics).
- Strong quantitative, modelling and technology experience.
- Strong analytical skills: opportunity sizing, driver analysis, segmentation, and measurement frameworks.
- Excellent executive communication; can simplify complex findings into clear actions and decisions.
About Dexcom Philippines
Dexcom Corporation is a pioneer and global leader in continuous glucose monitoring (CGM), building biosensing technology that turns health data into personalized, actionable insights.
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