Senior Service Designer, Technical Support

📍 Job Overview

Job Title: Senior Service Designer, Technical Support

Company: Dexcom

Location: Vilnius, Lithuania

Job Type: Full time

Category: Technical Support Operations / Customer Experience Operations

Date Posted: 2026-08-18

Experience Level: 5-10 Years

Remote Status: Hybrid

🚀 Role Summary

• Design and enhance end-to-end customer and agent support journeys across both self-service and assisted channels, focusing on seamless transitions and context preservation.

• Leverage journey analytics, contact reasons, and customer research to identify critical failure points, reduce repeat contacts, and minimize avoidable customer effort.

• Drive operational efficiency and digital transformation within Technical Support by translating business needs into scalable, technology-driven solutions.

• Collaborate with cross-functional teams including Operations, IT, Product, Data, and Quality to ensure cohesive service improvements and successful adoption.

• Apply a data-informed approach to service design, utilizing insights from speech analytics, customer feedback, and operational metrics to guide strategic decisions and measure impact.

📝 Enhancement Note: This role is positioned within the "Digital Enablement" function, indicating a strategic focus on leveraging technology and data to optimize the technical support experience. The emphasis on "customer obsessed, technology first and outcome driven" suggests a forward-thinking approach to support operations, blending human expertise with automation and self-service capabilities.

📈 Primary Responsibilities

• Analyze customer and agent behavior, utilizing qualitative and quantitative data from sources like CallMiner, customer research, surveys, complaints, and operational metrics to pinpoint areas for service improvement.

• Translate identified issues into prioritized service improvements with clearly defined success measures and projected operational impact, focusing on reducing customer effort and increasing efficiency.

• Design and prototype seamless handoffs between self-service channels (e.g., IVR, bots, guided experiences) and live support, ensuring critical information is preserved and safety-critical issues are handled appropriately.

• Partner closely with Operations, IT, Product, Data, Quality, and Training teams to align service improvement initiatives, resolve interdependencies, and ensure the usability, adoption, and measurability of implemented solutions.

• Lead research, prototyping, usability testing, and service experiments for workflows, including IVR flows, chatbot interactions, knowledge base content, automation scripts, and escalation paths.

• Contribute to measurable improvements in customer adoption rates, reduced customer effort, enhanced agent experience, and overall positive service outcomes within Technical Support.

• Ensure service designs adhere to safety considerations, regulatory expectations, and business objectives while balancing customer and agent needs with operational constraints.

📝 Enhancement Note: The responsibilities clearly indicate a focus on service design within a regulated industry (MedTech), requiring a careful balance between innovation, customer experience, operational efficiency, and compliance. The emphasis on "safety-critical issues not blocked by automation" highlights the need for nuanced design that prioritizes customer well-being.

🎓 Skills & Qualifications

Education: Bachelor's degree in Design, Human-Computer Interaction, Business, or a related field, or equivalent practical experience.

Experience: 5+ years of relevant experience in service design, UX design, CX design, or complex customer journey design, with a strong portfolio showcasing implemented service improvements. Familiarity with contact center or customer support environments, including tiered support or escalation models, is preferred. Experience working in a regulated enterprise environment is also a plus.

Required Skills:

• Proven expertise in service design methodologies, including journey mapping, service blueprinting, and experience design.

• Strong analytical skills with the ability to translate qualitative and quantitative insights (from sources like CallMiner, customer feedback, operational metrics) into actionable service improvements.

• Proficiency in designing and prototyping customer and agent support journeys across digital and assisted channels.

• Excellent collaboration and facilitation skills, with a demonstrated ability to partner effectively with cross-functional teams (Operations, IT, Product, Data, Quality, Training).

• Data-informed mindset with a curiosity for understanding customer and agent behavior to prioritize improvements and evaluate outcomes.

• Ability to balance diverse needs: customer and agent satisfaction, operational constraints, safety considerations, regulatory compliance, and business objectives.

• Familiarity with contact center operations, including tiered support models and escalation processes. Preferred Skills:

• Experience with speech analytics tools such as CallMiner.

• Knowledge of IVR flows, chatbot design, and guided self-service experiences.

• Experience in the MedTech or a similar regulated industry.

• Familiarity with Agile development methodologies for iterative service improvement.

📝 Enhancement Note: The requirement for a portfolio of "implemented service improvements" is critical. Candidates should be prepared to showcase specific examples of how their design work led to tangible, measurable outcomes in a customer support context. The emphasis on a "regulated enterprise environment" suggests a need for understanding compliance and safety protocols in design.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Documented case studies of end-to-end service design projects, clearly illustrating the problem, your design process, the solutions implemented, and the measurable outcomes.

• Examples of journey maps and service blueprints that demonstrate a deep understanding of customer and agent interactions, pain points, and opportunities for optimization.

• Prototypes or mockups of designed customer journeys, self-service tools (e.g., chatbot flows, guided help), or agent workflows.

• Evidence of utilizing qualitative and quantitative data (e.g., analytics, research findings, operational metrics) to inform design decisions and demonstrate impact.

• Examples of collaboration with cross-functional teams to drive the implementation and iteration of service designs. Process Documentation:

• Demonstrated ability to document and communicate complex service designs, including workflows, policies, and system requirements, in a clear and concise manner.

• Experience in defining success metrics and operational impact for service improvements, and tracking these metrics post-implementation.

• Understanding of how to integrate designed services with existing operational processes, IT systems, and data infrastructure.

• Examples of iterative design processes, including research, prototyping, testing, and refinement based on feedback and performance data.

📝 Enhancement Note: The portfolio should not just showcase design skills but also the ability to drive tangible results. Candidates need to demonstrate how their service designs led to improved customer satisfaction, reduced operational costs, increased efficiency, or enhanced agent experience within a technical support context.

💵 Compensation & Benefits

Salary Range: The monthly base salary for this position is from €4,809.58 to €6,224.17 gross.

• Estimated Annual Salary: Approximately €57,715 to €74,690 gross per year.

• Note: This is an estimate based on the provided monthly range. The final offer will depend on the candidate's qualifications, competencies, and professional experience.

Benefits:

• Comprehensive health insurance packages.

• Retirement savings plans or contributions.

• Paid time off, including vacation, sick leave, and holidays.

• Opportunities for professional development, training, and certifications.

• Potential for performance-based bonuses or incentives.

• Access to employee assistance programs.

• Potential for hybrid work arrangements offering flexibility.

Working Hours: Approximately 40 hours per week. The hybrid work arrangement suggests a balance between in-office collaboration and remote work flexibility, which may also influence daily schedule flexibility for core working hours.

📝 Enhancement Note: The provided salary range is for Vilnius, Lithuania. Based on research for Senior Service Designer roles in Vilnius with 5-10 years of experience, this range aligns with industry benchmarks, considering the specialized nature of service design within a regulated tech environment. Benefits are standard for a multinational tech company and should be confirmed for specifics.

🎯 Team & Company Context

🏢 Company Culture

Industry: Medical Technology (MedTech) / Healthcare Technology. Dexcom is a leader in Continuous Glucose Monitoring (CGM), aiming to empower people to take control of their health. This industry context implies a strong focus on patient safety, regulatory compliance, and high-quality customer support.

Company Size: Dexcom is a publicly traded company (NASDAQ: DXCM) with a significant global presence, indicating a structured corporate environment with established processes and significant resources, yet it also emphasizes innovation and a "small company" spirit in its drive to "change millions of lives."

Founded: 25 years ago (as of the job posting date). This history suggests a company that has successfully evolved from a startup to a pioneer in its field, with a proven track record and deep expertise in biosensing technology.

Team Structure:

• The Technical Support team is part of the "Digital Enablement" function, acting as a strategic connector between Technical Support, IT, Product, Customer Experience, and Data organizations.

• This role will collaborate extensively with Operations, IT, Product, Data, Quality, and Training teams, indicating a matrixed and cross-functional reporting structure for project work.

• The team is described as "customer obsessed, technology first and outcome driven," aiming to build "intelligent support layers" and "seamless journeys." Methodology:

• Data-driven decision-making is paramount, utilizing journey analytics, customer research, operational metrics, and agent feedback.

• Focus on customer success and seamless journeys, integrating self-service, automation, and human support.

• Iterative improvement through research, prototyping, testing, and measurement.

• Emphasis on digital transformation and leveraging technology (AI, automation) to enhance support.

Company Website: https://www.dexcom.com/

📝 Enhancement Note: The company culture appears to be a blend of a mission-driven startup ethos ("fight like warriors," "dreams are bigger than ever") with the operational rigor of a large, publicly traded MedTech company. For operations professionals, this means opportunities for significant impact within a structured framework that values innovation and customer outcomes.

📈 Career & Growth Analysis

Operations Career Level: Senior Service Designer. This role is a key individual contributor position focused on strategic design and improvement within the Technical Support Operations function. It signifies a level of expertise and autonomy in driving service experience initiatives.

Reporting Structure: While not explicitly stated, the role sits within the Digital Enablement function which supports Technical Support. The Senior Service Designer will likely report to a manager or director within Digital Enablement or Technical Support Operations, with significant collaboration across multiple departments.

Operations Impact: The Senior Service Designer will directly impact operational efficiency by reducing customer effort, minimizing repeat contacts, and streamlining agent workflows. This role is crucial for enhancing customer satisfaction and loyalty, which indirectly contributes to revenue through customer retention and positive brand perception. The focus on data-driven improvements also supports strategic decision-making within Technical Support Operations.

Growth Opportunities:

• Specialization: Deepen expertise in service design for regulated industries, AI-driven support, or specific customer journey optimization areas.

• Leadership: Transition into team lead or management roles within Digital Enablement, Service Design, or Customer Experience Operations.

• Cross-functional Mobility: Move into roles within Product Management, CX Strategy, or Operations Management within Dexcom, leveraging a strong understanding of customer journeys and operational processes.

• Skill Development: Continuous learning in areas like advanced analytics, AI in customer service, and emerging support technologies.

📝 Enhancement Note: This role offers significant potential for growth within a rapidly evolving MedTech company. The emphasis on digital enablement and operational efficiency suggests that strong performers can carve out paths toward leadership or specialized expert roles within customer-facing operations.

🌐 Work Environment

Office Type: Hybrid work environment. This suggests a mix of in-office presence for collaboration and remote work for focused tasks. The Vilnius office likely serves as a hub for local teams and cross-functional meetings.

Office Location(s): Vilnius, Lithuania. This location provides access to a growing tech talent pool and a strategic base in the Baltic region.

Workspace Context:

• Collaborative Environment: The hybrid model necessitates effective virtual and in-person collaboration tools and practices. The role involves working closely with diverse teams, so an environment that supports open communication and knowledge sharing is expected.

• Tools & Technology: Access to modern design tools, analytics platforms (like CallMiner), CRM systems, and communication software will be essential for success.

• Team Interaction: Regular interaction with support agents, operational managers, product teams, and IT professionals to gather insights, validate designs, and drive implementation.

Work Schedule: Approximately 40 hours per week. The hybrid nature allows for some flexibility, but core hours will likely be established to facilitate team collaboration and timely responses to critical issues.

📝 Enhancement Note: The hybrid nature of this role in Vilnius suggests a modern work environment that balances employee flexibility with the need for collaborative problem-solving. Operations professionals in this setting should be adept at managing their time and communication across different work modes.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: Likely involves a review of your resume and portfolio by a recruiter or hiring manager to assess alignment with the core requirements.

• Technical Interview: Focused on service design principles, UX/CX methodologies, journey mapping, and your experience with data analysis and problem-solving in support contexts. Expect to discuss your portfolio in detail.

• Cross-functional Collaboration Interview: Assessment of your ability to work with diverse teams (Operations, IT, Product, Data, Quality). You may be asked to describe how you’ve managed dependencies and influenced stakeholders.

• Case Study / Presentation: A potential exercise where you might be asked to analyze a support scenario, propose a service design solution, or present a detailed walkthrough of a past portfolio project, focusing on impact and process.

• Final Interview: Discussion with senior leadership to assess cultural fit, strategic thinking, and overall suitability for the role and Dexcom's mission.

Portfolio Review Tips:

• Showcase Impact: For each project, clearly articulate the problem, your role, the design solution, the process you followed, and most importantly, the measurable business and customer outcomes (e.g., % reduction in AHT, % increase in FCR, improved CSAT scores).

• Data-Driven Storytelling: Demonstrate how you used data (analytics, research, operational metrics) to identify issues and validate your design solutions. Quantify wherever possible.

• Process Clarity: Clearly illustrate your understanding and application of service design tools like journey maps and service blueprints. Show how these tools informed your decisions.

• Cross-functional Collaboration: Highlight examples where you successfully collaborated with technical, operational, or product teams to bring designs to life.

• Tailor to the Role: Emphasize projects relevant to technical support, customer journeys, self-service, and operational efficiency.

Challenge Preparation:

• Analyze Scenarios: Be prepared to analyze hypothetical or real-world technical support challenges and propose service design solutions. Think about how to balance self-service with human support, handle escalations, and improve agent efficiency.

• Quantify Solutions: Practice articulating the expected impact of your proposed solutions using relevant operational metrics (e.g., Average Handle Time, First Contact Resolution, Customer Effort Score, Net Promoter Score).

• Process Mapping: Be ready to sketch out a simplified journey map or service blueprint for a given scenario on the spot.

• Company Research: Understand Dexcom's mission, products (CGM), and their commitment to customer support and technology. Connect your design philosophy to their values.

📝 Enhancement Note: The emphasis on a "portfolio of implemented service improvements" is key. Candidates should prepare a concise, impactful presentation of 2-3 key projects that clearly demonstrate their ability to design, implement, and measure successful service enhancements in a complex operational environment.

🛠 Tools & Technology Stack

Primary Tools:

• Service Design & Prototyping Tools: Figma, Sketch, Adobe XD, Miro, Lucidchart, or similar for journey mapping, service blueprinting, wireframing, and prototyping.

• Analytics & Research Platforms: CallMiner (speech analytics), Google Analytics, Adobe Analytics, survey platforms (e.g., SurveyMonkey, Qualtrics), customer feedback tools.

• Project Management & Collaboration: Jira, Confluence, Asana, Trello, Microsoft Teams, Slack.

Analytics & Reporting:

• Data Visualization: Tableau, Power BI, or similar for creating dashboards and reports to track service performance and present insights.

• CRM Systems: Salesforce, Microsoft Dynamics, or proprietary CRM for managing customer interactions and data.

• Contact Center Platforms: Understanding of IVR systems, ACD (Automatic Call Distributor), and omnichannel support platforms.

CRM & Automation:

• Automation Tools: Experience with workflow automation tools, chatbot platforms (e.g., Dialogflow, Rasa), or RPA (Robotic Process Automation) concepts is beneficial.

• Integration Concepts: Familiarity with how different systems (CRM, support platforms, knowledge bases) integrate to provide a seamless experience.

📝 Enhancement Note: Proficiency with specific tools like CallMiner is explicitly mentioned, making it a high-priority skill. General experience with design, analytics, and collaboration tools common in operations and customer experience roles is expected.

👥 Team Culture & Values

Operations Values:

• Customer Obsession: A deep commitment to understanding and serving customer needs, ensuring positive and efficient support experiences.

• Technology First: Leveraging technology, automation, and data to drive innovation and improve service delivery.

• Outcome Driven: Focusing on measurable results and tangible improvements in operational efficiency and customer satisfaction.

• Integrity: Upholding high standards of ethical conduct, especially in a regulated industry where patient safety is paramount.

• Collaboration: Working effectively across departments to achieve shared goals and deliver cohesive solutions.

• Dependability: Ensuring reliable support and consistent service delivery.

Collaboration Style:

• Cross-functional Integration: Actively partnering with Operations, IT, Product, Data, Quality, and Training teams to align strategies and implement solutions.

• Data-Informed Dialogue: Using evidence and data to drive discussions and decisions, fostering a culture of objective problem-solving.

• Iterative Feedback Loops: Engaging in continuous feedback and iteration with stakeholders and end-users (customers and agents) to refine service designs.

• Proactive Communication: Maintaining clear and consistent communication to manage expectations, resolve dependencies, and ensure alignment across teams.

📝 Enhancement Note: The company explicitly states values like "listening, serving with integrity, thinking big, and being dependable." For operations roles, these translate into a focus on customer-centricity, ethical practices, innovative problem-solving, and reliable execution.

⚡ Challenges & Growth Opportunities

Challenges:

• Balancing Needs: Navigating the complexities of balancing customer needs, agent experience, operational constraints, safety requirements, and business objectives.

• Cross-functional Alignment: Ensuring buy-in and effective collaboration across multiple departments with potentially differing priorities.

• Data Synthesis: Effectively synthesizing diverse data sources (qualitative, quantitative, speech analytics) into actionable design insights.

• Implementing Change: Driving adoption of new service designs and workflows within established operational processes and among a distributed workforce.

• Regulated Environment: Designing solutions that comply with strict regulatory requirements while remaining user-friendly and efficient.

Learning & Development Opportunities:

• Advanced Service Design: Opportunities to explore and implement cutting-edge service design techniques, including AI-powered support and predictive analytics.

• Industry Expertise: Deepen knowledge of the MedTech industry, CGM technology, and the unique support needs of patients and healthcare professionals.

• Operational Excellence: Gain a comprehensive understanding of technical support operations, process optimization, and digital enablement strategies within a global organization.

• Leadership Development: Potential pathways to lead service design initiatives, manage projects, or mentor junior designers.

• Tool Proficiency: Become an expert in using advanced analytics and design tools relevant to customer experience and operations.

📝 Enhancement Note: The challenges presented are typical for senior roles in dynamic, regulated industries. Dexcom's focus on innovation and growth indicates strong opportunities for professionals who can navigate these complexities and contribute to continuous improvement.

💡 Interview Preparation

Strategy Questions:

• "Describe a complex customer support journey you redesigned. What data did you use, what were the key challenges, and what was the measurable impact on customers and operations?"

• "How would you approach designing a seamless handoff between a chatbot and a live agent for a critical customer issue? What safety considerations would you prioritize?"

• "Imagine you've identified a high volume of repeat contacts for a specific technical issue. How would you diagnose the root cause and design a sustainable solution that reduces inbound volume?"

• "Walk us through your process for creating a service blueprint for a new feature or support channel." Company & Culture Questions:

• "Dexcom's mission is to improve health on a global scale. How does your approach to service design contribute to this mission?"

• "Our Technical Support team is customer-obsessed and technology-first. How do you embody these principles in your work?"

• "Describe a time you had to influence stakeholders across different departments (e.g., IT, Product, Operations) to adopt your design recommendations."

• "How do you balance the needs of the customer with operational constraints and regulatory requirements?" Portfolio Presentation Strategy:

• Structure: Begin with a high-level overview of Dexcom and the Technical Support function. Then, present 2-3 key portfolio projects, dedicating 5-7 minutes per project.

• Narrative: For each project, clearly articulate the problem statement, your specific role and responsibilities, the design process, the key design decisions made, and the quantifiable results achieved. Use visuals (screenshots, journey maps) to illustrate your points.

• Data Focus: Emphasize the data you used for analysis and how you measured the success of your solutions. Be ready to discuss metrics like CSAT, NPS, FCR, AHT, and operational cost savings.

• Collaboration: Highlight instances where you collaborated with cross-functional teams and how you managed those relationships.

• Q&A: Be prepared for in-depth questions about your design choices, implementation challenges, and how you would apply your learnings to Dexcom's specific context.

📝 Enhancement Note: Candidates should prepare to demonstrate not only design expertise but also a strong understanding of operational metrics and the ability to articulate business value. The interview process is likely designed to assess strategic thinking, problem-solving skills, and collaborative capabilities.

📌 Application Steps

To apply for this Senior Service Designer position:

• Submit your application through the provided career portal link.

• Tailor your Resume: Highlight relevant experience in service design, UX/CX, journey mapping, data analysis, and cross-functional collaboration, using keywords from the job description. Quantify achievements wherever possible.

• Curate Your Portfolio: Select 2-3 of your strongest projects that showcase end-to-end service design improvements, focusing on impact, data-driven decisions, and collaboration. Ensure it's easily accessible (e.g., PDF, dedicated website).

• Prepare Your Presentation: Practice walking through your portfolio projects, focusing on clear storytelling, quantifiable results, and how your work aligns with Dexcom's mission and values.

• Research Dexcom: Understand their products (CGM), their customer support philosophy, and their commitment to technology and innovation. Familiarize yourself with their company values.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

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