Customer Experience Segment Leader - Wind

GE Vernova•Schenectady, NY

2d•Remote

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 fostering localized accountability and continuous improvement. It translates customer feedback, including NPS, CSAT, and Voice of Customer (VoC) data, into Wind-specific growth and recovery strategies to improve the customer journey, build long-term loyalty, and strengthen competitive advantage. The role connects the enterprise EDGE customer solutions team with the Wind business, aligns CX goals and initiatives with the Wind roadmap, and establishes segment-level governance and closed-loop feedback processes. It works with Wind leadership and cross-functional teams to identify customer sentiment drivers, implement improvement plans, address negative feedback through root-cause analysis and recovery plans, and promote a customer-first culture.

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 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, including the 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 prioritization of enterprise-wide synergy over siloed segment goals.
Comfort challenging the status quo and navigating ambiguity associated with large-scale cultural change.

Responsibilities

Serve as the bridge between 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 strategic 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, and partner with Wind leadership to translate findings into targeted improvement initiatives.
Establish a regular, cross-functional CX review cadence 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 cross-functional teams in the Wind segment to align operational workflows with customer-centricity and customer feedback.
Use lean methodologies to map and eliminate friction points in the customer journey.
Act 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 in the Wind business and lead internal communications to share 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 with a 401(k) savings opportunity, company matching contributions, 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