Customer Experience Segment Leader - Wind
About The Position
The Customer Experience (CX) Segment Leader is the primary advocate for customer experience within GE Vernova’s Wind business. The role executes enterprise-wide CX standards established by the EDGE organization while driving localized accountability and continuous improvement. The leader turns customer feedback—including NPS, CSAT, and Voice of Customer data—into Wind-specific growth and recovery strategies, with the goal of improving the customer journey, fostering long-term loyalty, and strengthening competitive advantage. The position connects the enterprise EDGE customer solutions team with the Wind business, ensuring consistent application of CX protocols, feedback collection methods, and reporting cadences. It participates in the Hoshin Kanri process on behalf of Wind, integrates CX goals and initiatives into the Wind roadmap, and partners with Wind leadership to convert customer insights into targeted improvements. The role establishes segment-level CX governance and closed-loop processes, including cross-functional reviews, accountability for action plans, root cause analysis, and documented recovery plans for negative feedback. It collaborates across Wind to align workflows with customer needs and uses lean methodologies to identify and remove friction in the customer journey. As the primary contact for the Enterprise CX Leader, it maintains alignment with enterprise strategy, tools, and policies, and fosters a customer-first culture through internal communications and change advocacy.
Requirements
- Bachelor’s degree in Business, Marketing, Engineering, or a related discipline.
- At least 8 years of progressive experience in Customer Experience, Voice of Customer programs, or Customer Operations within the energy, industrial, or technology sectors.
Nice To Haves
- Experience managing NPS/CSAT programs and demonstrated success improving scores through structured action planning.
- Strong analytical skills and ability to synthesize complex data into clear, actionable business recommendations.
- Experience leading cross-functional teams in a matrixed organization.
- Expertise in Lean or continuous improvement frameworks to streamline customer touchpoints.
- Ability to drive change without direct authority and navigate complex stakeholder environments while maintaining focus on the customer.
- Exceptional ability to present CX findings to senior leadership and articulate the ROI of customer loyalty.
- Commitment to the One GE Vernova philosophy and enterprise-wide synergy over siloed segment goals.
- Comfort challenging the status quo and navigating ambiguity associated with large-scale cultural change.
Responsibilities
- Bridge the enterprise EDGE customer solutions team and the Wind business, ensuring consistent application of One GE Vernova CX protocols, feedback collection methodologies, and reporting cadences.
- Represent the Wind business in the Hoshin Kanri process and integrate CX goals, NPS targets, and customer improvement initiatives into the Wind roadmap.
- Analyze Wind-specific NPS and CSAT data to identify moments of truth and key drivers of customer sentiment.
- Partner with Wind leadership to translate customer insights into targeted improvement initiatives.
- Establish a regular cross-functional CX operating rhythm and hold business unit leaders accountable for action plans tied to customer feedback.
- Design and manage the Wind segment-level closed-loop feedback process, including root cause analysis and documented recovery plans for negative feedback.
- Partner with Wind cross-functional teams to align operational workflows with customer-centricity and feedback.
- Use lean methodologies to map and eliminate friction points in the customer journey.
- Serve as the primary point of contact for the Enterprise CX Leader and maintain alignment with EDGE strategic decisions, standardized tools, and enterprise CX policies.
- Foster a customer-first culture and lead internal communications to socialize the impact of CX initiatives.
Benefits
- Medical, dental, vision, and prescription drug coverage.
- Access to Health Coach from GE Vernova, a 24/7 nurse-based resource.
- Employee Assistance Program with 24/7 confidential assessment, counseling, and referral services.
- GE Vernova Retirement Savings Plan, including a tax-advantaged 401(k) savings opportunity with company matching and company retirement contributions.
- Access to Fidelity resources and financial planning consultants.
- Tuition assistance.
- Adoption assistance.
- Paid parental leave.
- Disability benefits.
- Life insurance.
- 12 paid holidays.
- Permissive time off.
- Discretionary annual bonus eligibility.
- Relocation assistance.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Senior
