Customer Experience Center - Senior Director

GE HealthCare•Waukesha, WI

8d•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 aims to showcase the full enterprise 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 to transform a physical environment into a world-class executive briefing and customer engagement program. This involves defining and implementing the operating model, building the team and governance, developing content and customer journeys, establishing measurement metrics, and ensuring launch readiness. Post-opening, the Senior Director will be responsible for the end-to-end CEC program and its performance. The role requires collaboration across Sales, Marketing, Product, Clinical, Digital, Services, IT, Site Operations, Security, and Compliance to translate strategic account objectives into 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 planning burden for sales teams, and a demonstrable 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.
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.

Nice To Haves

Both 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: 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: roles and responsibilities, service-level expectations, escalation paths, and quality standards for every visit type.
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 — including how content is prioritized, approved, refreshed, and retired.
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 — executive briefings, clinical immersions, enterprise account workshops, launch and NPI showcases, partner and policy visits, and internal enablement — with a clear purpose and outcome for each.
Translate the completed architectural design into experience choreography: zone-by-zone narrative, flow, dwell time, interaction models, and the moments that carry the story.
Direct the experiential design partners and agencies delivering the physical, digital, and hybrid ("phygital") elements, holding them to the narrative and to budget and schedule.
Run pilot and dry-run visits ahead of opening; refine based on customer and field feedback before go-live.
Own the CEC content strategy and build the initial content library: 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 every claim is clinically credible, evidence-backed, and regulatory- and compliance-approved.
Ensure the content is modular and reusable — assembled by persona, care pathway, and account rather than rebuilt visit by visit — and connected to the enterprise DAM and content supply chain.
Establish the content refresh cadence and budget so the CEC does not age out within a year of opening.
Design the end-to-end visitor journey framework — 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 so visits, attendees, content consumed, and outcomes are captured and attributable to opportunities.
Connect the CEC to the wider omnichannel journey, including GEHC.com and campaign and launch activity, so a visit is a step in a continuous relationship rather than a one-off event.
Partner with IT and AV to confirm the installed technology supports the intended experiences, and define the support model for live visits.
Deliver a reliable, white-glove experience on a scale across a growing volume of visits, with consistent quality regardless of host, audience, or visit type.
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 so the CEC becomes a standard play in enterprise pursuits — not an occasional stop.
Continuously evolve the experience and content in step with the portfolio, NPI and launch calendar, and shifts in customer priorities.
Report CEC performance and commercial contribution to CMC and enterprise leadership and use the data to direct investment.
Capture customer insight generated during visits and feed it back to Segments, Regions, and Product teams as a strategic intelligence asset.
Establish the CEC model, standards, and content approach so it can be extended to other GE HealthCare customer-facing environments globally.