Enterprise Customer Experience Leader

GE Vernova • Greenville, NC

1d • Remote

About The Position

The Enterprise Development, Growth, and Excellence (EDGE) team is an enterprise-focused organization that empowers GE Vernova to outperform peers by accelerating and delivering integrated value greater than the sum of its individual business segments. The Customer Solutions team within EDGE focuses on our most strategic customers, projects, and countries. The Enterprise Customer Experience (CX) Leader will own and drive the end-to-end customer experience strategy across GE Vernova and its business units on behalf of Customer Solutions and EDGE. This individual will act as the voice of the customer to aid in shaping enterprise-wide priorities by aligning CX initiatives through a One Vernova approach with the aim of creating deeper customer loyalty, securing a competitive advantage for GE Vernova, and creating enduring value. This role requires a dynamic individual with process excellence expertise and a passion for improving customer outcomes. This individual will collaborate with the Enterprise Strategic Account Executive (ESAE) teams and the GE Vernova business units to improve and sustain customer experience for the enterprise strategic accounts while building a framework that is scalable to all GE Vernova customers.

Requirements

• If hired in the U.S.: Bachelor’s Degree in business, engineering, marketing, or a related discipline, or equivalent experience
• 10 Years of progressive experience in customer experience or sales operations within energy, industrial, or technology sectors
• Proven track record leading cross-functional initiatives
• Experience delivering measurable improvements in customer satisfaction or sales operations
• Demonstrated expertise in process design and change management leadership
• If hired outside the U.S.: Bachelor’s Degree in business, engineering, marketing, or a related discipline, or equivalent experience
• Significant progressive experience in customer experience or sales operations within energy, industrial, or technology sectors
• Proven track record leading cross-functional initiatives
• Experience delivering measurable improvements in customer satisfaction or sales operations
• Demonstrated expertise in process design and change management leadership

Nice To Haves

• Deep understanding of industry CX, NPS, and Customer Satisfaction Score (CSAT) standards and best practices
• Expertise in NPS or CSAT survey tools and analytics
• Ability to influence across all levels of organization and business units
• Exceptional communication and stakeholder management skills
• Strategic thinker with an operational mindset and a passion for customer advocacy
• Demonstrated collaboration and cooperation with a One Team mindset is a MUST have for this role

Responsibilities

• Define and execute a comprehensive CX vision and multi-year roadmap, establishing governance frameworks and leading cross-business alignment on processes and tools to ensure a consistent, enterprise-wide customer experience approach
• Define, track, and report on key CX metrics — including Net Promotor Score (NPS) — through dashboards and reporting frameworks that provide visibility into performance
• Serve as the voice of the customer to senior leadership, communicating CX findings, insights, and strategy to embed customer-centric decision making across GE Vernova's business priorities
• Design and implement CX processes, standards, and best practices, establishing mechanisms that allow business segment CX performance to roll up to an enterprise-level view with an initial focus on Enterprise Strategic Accounts and future scaling to all GE Vernova customers
• Partner cross-functionally with Quality, Commercial, Project Management, and other teams as needed within EDGE and the business units to prioritize and drive improvements at both the enterprise and business unit level, while building a network of CX contacts to accelerate engagement and sharing of best practices
• Foster a customer-first culture across the organization by developing CX training programs, championing diversity of customer perspectives in decision-making, and driving consistent adoption of CX initiatives across all business lines

Benefits

• medical, dental, vision, and prescription drug coverage
• access to Health Coach from GE Vernova, a 24/7 nurse-based resource
• access to the Employee Assistance Program, providing 24/7 confidential assessment, counseling and referral services
• GE Vernova Retirement Savings Plan, a tax-advantaged 401(k) savings opportunity with company matching contributions and company retirement contributions, as well as 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

What This Job Offers

• Job Type: Full-time
• Career Level: Senior