Customer Experience Center - Senior Director

GE HealthCare•Waukesha, WI

6d•Onsite

About The Position

GE HealthCare is establishing a 30,000-square-foot Customer Experience Center (CEC) flagship at its Waukesha campus, set to open in the second half of 2027. This center will showcase the company's entire portfolio through care pathways, clinical workflows, multimodality solutions, digital and AI capabilities, software, services, and lifecycle value, serving as a strategic account platform rather than just a product showroom. Reporting to Corporate Marketing, the Customer Experience Center Senior Director will lead the business and program, transforming a physical space into a premier executive briefing and customer engagement program. This role involves defining and implementing the operating model, building the team and governance, developing content and customer journeys, establishing metrics, and managing launch readiness. Post-opening, the Senior Director will oversee the entire CEC program and its performance, collaborating with Sales, Marketing, Product, Clinical, Digital, Services, IT, Site Operations, Security, and Compliance to align strategic account objectives with personalized, clinically credible, commercially relevant, and flawlessly executed experiences. Success will be measured by customer value, opportunity progression, cross-portfolio engagement, effective post-visit actions, reduced sales team planning burden, and a clear influence on business outcomes.

Requirements

Bachelor's degree in marketing, business, communications, or a related field.
10+ years of progressive experience in customer experience, experiential or brand marketing, executive engagement, or commercial leadership, including significant time leading at a senior level.
Direct experience leading or building an executive briefing center, customer experience center, innovation lab, or comparable flagship B2B customer engagement environment; OR Senior marketing or commercial experience in MedTech, medical devices, diagnostics, or healthcare technology, with demonstrated fluency in clinical workflows and health system buying dynamics.
Proven track record of building a capability from the ground up — designing the operating model, hiring the team, and launching on a fixed date.
Demonstrated ability to lead cross-functional teams and deliver high-impact customer engagement programs in a large, matrixed organization.
Strong command of customer journey mapping, persona development, and content strategy.
Exceptional communication, storytelling, and executive stakeholder management skills, including comfort in front of C-suite customers.
Ability to manage complex programs and budgets, prioritize decisively, and deliver results under a public deadline.
Willingness to be based in the Milwaukee / Waukesha area and to work on-site.

Nice To Haves

Executive briefing center leadership and MedTech or healthcare industry experience.
Experience opening a new facility or launching a new customer-facing environment.
Familiarity with care pathway and disease-state marketing, clinical evidence, and health system decision-making.
Working knowledge of Salesforce and marketing technology platforms, and of attribution and measurement for engagement programs.
Experience with AV, display, and immersive technologies and hybrid experience design.
Experience managing experiential agencies and design partners.
Global or multi-region customer engagement experience.

Responsibilities

Define and stand up the CEC operating model end to end, including visit request intake, qualification and prioritization criteria, scheduling, briefing preparation, host and presenter model, day-of execution, and post-visit follow-up.
Build the CEC playbook and standard work, detailing roles and responsibilities, service-level expectations, escalation paths, and quality standards for all visit types.
Define the staffing model and hire, onboard, and train the core team and the extended network of internal hosts, presenters, and clinical experts.
Establish the governance model with CMC, Segments, and Regions for content prioritization, approval, refreshment, and retirement.
Partner with Finance and CMC leadership to finalize the CEC funding and chargeback model and the measurement framework before opening.
Define the portfolio of experiences the CEC will deliver, including executive briefings, clinical immersions, enterprise account workshops, launch and NPI showcases, partner and policy visits, and internal enablement, each with a clear purpose and outcome.
Translate the architectural design into experience choreography, including zone-by-zone narrative, flow, dwell time, interaction models, and key storytelling moments.
Direct experiential design partners and agencies for physical, digital, and hybrid ('phygital') elements, ensuring adherence to narrative, budget, and schedule.
Run pilot and dry-run visits ahead of opening, refining based on customer and field feedback before go-live.
Own the CEC content strategy and build the initial content library, including care-pathway and disease-state storylines, clinical evidence and outcomes proof, customer stories, demonstrations, films, and interactive and immersive assets.
Work with Segment and Product Marketing, Clinical, and Medical Affairs to ensure all claims are clinically credible, evidence-backed, and regulatory- and compliance-approved.
Ensure content is modular and reusable, assembled by persona, care pathway, and account, and connected to the enterprise DAM and content supply chain.
Establish the content refresh cadence and budget to ensure the CEC remains current.
Design the end-to-end visitor journey framework, encompassing pre-visit discovery and preparation, on-site experience, and structured post-visit follow-up, mapped to customer personas and buying stages.
Integrate the CEC into Salesforce and the marketing technology stack to capture and attribute visits, attendees, content consumed, and outcomes to opportunities.
Connect the CEC to the wider omnichannel journey, including GEHC.com and campaign/launch activities, to ensure visits are part of a continuous relationship.
Partner with IT and AV to confirm installed technology supports intended experiences and define the support model for live visits.
Deliver a reliable, white-glove experience at scale across a growing volume of visits with consistent quality.
Manage day-to-day operations, calendar and capacity, demand prioritization, hospitality and logistics, staffing, vendors, and budget.
Maintain the technology, demonstration, and clinical environments in partnership with IT, Service, and Global Real Estate.
Drive adoption with Sales, Strategic Accounts, and Regions to establish the CEC as a standard play in enterprise pursuits.
Continuously evolve the experience and content in alignment with the portfolio, NPI and launch calendar, and shifts in customer priorities.
Report CEC performance and commercial contribution to CMC and enterprise leadership, using data to direct investment.
Capture customer insights from visits and feed them back to Segments, Regions, and Product teams as strategic intelligence.
Establish the CEC model, standards, and content approach for potential extension to other GE HealthCare customer-facing environments globally.
Comply with GE HealthCare's Quality Manual, Quality Management System, and all applicable regulatory requirements.
Complete all required training within defined timelines.
Proactively identify, document, and report any quality or compliance concerns.
Ensure all customer-facing content and demonstrations meet regulatory, clinical, and legal approval requirements for each audience and geography.