Enterprise Customer Experience Leader

Job Description Summary

Job Description

Job Responsibilities:

• Define and execute a comprehensive CX vision and multi-year roadmap, establishing governance frameworks and leading cross-business alignment on processes and tools to ensure a consistent, enterprise-wide customer experience approach
• Define, track, and report on key CX metrics — including Net Promotor Score (NPS) — through dashboards and reporting frameworks that provide visibility into performance
• Serve as the voice of the customer to senior leadership, communicating CX findings, insights, and strategy to embed customer-centric decision making across GE Vernova's business priorities
• Design and implement CX processes, standards, and best practices, establishing mechanisms that allow business segment CX performance to roll up to an enterprise-level view with an initial focus on Enterprise Strategic Accounts and future scaling to all GE Vernova customers
• Partner cross-functionally with Quality, Commercial, Project Management, and other teams as needed within EDGE and the business units to prioritize and drive improvements at both the enterprise and business unit level, while building a network of CX contacts to accelerate engagement and sharing of best practices
• Foster a customer-first culture across the organization by developing CX training programs, championing diversity of customer perspectives in decision-making, and driving consistent adoption of CX initiatives across all business lines

Required Qualifications:

If hired in the U.S.:

• Bachelor’s Degree in business, engineering, marketing, or a related discipline, or equivalent experience

• 10 Years of progressive experience in customer experience or sales operations within energy, industrial, or technology sectors

• Proven track record leading cross-functional initiatives

• Experience delivering measurable improvements in customer satisfaction or sales operations

• Demonstrated expertise in process design and change management leadership

If hired outside the U.S.:

• Bachelor’s Degree in business, engineering, marketing, or a related discipline, or equivalent experience

• Significant progressive experience in customer experience or sales operations within energy, industrial, or technology sectors

• Proven track record leading cross-functional initiatives

• Experience delivering measurable improvements in customer satisfaction or sales operations

• Demonstrated expertise in process design and change management leadership

Desired Characteristics:

• Deep understanding of industry CX, NPS, and Customer Satisfaction Score (CSAT) standards and best practices
• Expertise in NPS or CSAT survey tools and analytics
• Ability to influence across all levels of organization and business units
• Exceptional communication and stakeholder management skills
• Strategic thinker with an operational mindset and a passion for customer advocacy
• Demonstrated collaboration and cooperation with a One Team mindset is a MUST have for this role

Additional Information