Enterprise Customer Experience Director

Baker Hughes•Houston, TX

2d•Hybrid

About The Position

Enterprise Customer Experience Director Driving Enterprise Customer-Centric Transformation Through Insights, Strategy, and Operational Excellence Transforming Baker Hughes’ ways of working to elevate the end‑to‑end customer journey Partner with the best Baker Hughes is a global energy technology company operating in more than 120 countries. As the industry accelerates toward net‑zero by 2050, the Growth & Experience organization plays a pivotal role in enabling strategic positioning and profitable growth by embedding customer experience (CX) at the heart of how Baker Hughes operates. This team focuses on enterprise-wide transformation, helping the business understand customer needs, enhance the full customer lifecycle, and unlock business value across core and emerging markets. Fuel your passion The Enterprise Customer Experience Director leads the development, activation, and governance of Baker Hughes’ customer experience transformation across the enterprise. This high-impact leadership role ensures that customer voice, insights, and expectations are deeply integrated into business decision-making, operating mechanisms, and long-term strategic planning. By enabling consistent CX standards, driving enterprise alignment, and representing the customer lens at senior leadership forums, this role advances critical transformation efforts that strengthen competitiveness, customer loyalty, and business performance.

Requirements

Bring 10+ years of experience leading customer experience transformation, operating model optimization, or strategic consulting—preferably within the energy sector.
Demonstrate success influencing and leading in complex global matrix organizations.
Possess strong leadership, communication, and presentation skills, with the ability to simplify complex content for diverse audiences.
Have a proven ability to anticipate customer needs, uncover drivers, and translate insights into enterprise-level actions.
Exhibit strong problem‑solving skills with a track record of ownership, execution, and delivering measurable results.
Hold a Master's degree, preferably in business, mathematics, engineering, or related fields.
Ability to work effectively across global time zones
Ability to travel domestically and internationally as required

Responsibilities

Gathering customer experience requirements using best-in-class voice of customer (VOC) methodologies and representing VOC insights within CEO/ELT and other executive forums.
Leveraging customer insights and CX expertise to develop the enterprise CX transformation strategy and roadmap.
Leading enterprise-wide CX roadmap implementation and managing program governance across multiple business units.
Measuring CX program effectiveness by assessing operational, experiential, and financial impacts across product lines.
Driving development and maturity of CX capabilities across Enterprise and Business teams.
Representing the customer perspective in leadership discussions and strategic decision-making.
Leading development and maintenance of CX standards, operating principles, and governance routines to resolve cross-functional experience tradeoffs.
Ensuring strong adoption of CX standards, tools, and best practices across the global organization.