Global Head of Customer Experience
About The Position
Lead GE HealthCare’s Global Customer Experience organization with a focus on standardizing digitizing, and continuously improving the end-to-end order to cash (O2C) lifecycle—from order intake through installation, customer acceptance, and revenue recognition. This leader will set global standards, deploy AI enabled processes, and drive cultural transformation across regions and business units to deliver best in industry customer experience, operational agility, and cash velocity. Success requires deep mastery of order operations and supply chain process management, exceptional change leadership in a matrixed, change resistant environment, and a demonstrated passion for people development, engagement, and bench strength.
Requirements
- 10+ years progressive leadership in Customer Experience / Order Operations / Supply Chain / Digital Transformation, with experience in senior global or matrixed roles.
- 3-5+ years leading AI/automation at enterprise scale (LLMs/genAI, ML, RPA, agent‑assist/agentic AI) with proven business impact.
- Demonstrated success delivering large‑scale transformation (operating model, process, and systems), including change leadership in complex, multi-region environments.
- Deep expertise in ERP/OMS (e.g., Oracle; SAP/S/4), CRM (e.g., Salesforce), and service/case platforms; strong understanding of data & integration patterns.
- Track record turning strategy into measurable execution (KPIs & financial outcomes).
- Bachelor’s degree in Business, Engineering, Computer Science or related; MBA preferred.
Nice To Haves
- Experience in Top‑Tier Regulated Global Organizations and SaaS/technology‑enabled environments.
- Certifications: Six Sigma Black Belt and/or CCXP.
- Knowledge of AI ethics, data governance, model risk, and privacy regulations (e.g., GDPR/CCPA).
- Familiarity with healthcare regulatory and quality environments.
Responsibilities
- Strategy, Standards & Governance
- Digital, AI & End‑to‑End Connectivity
- Operational Excellence & Performance Management
- Customer Journey, Installation & Acceptance
- Leadership, Talent & Culture
- Risk, Compliance & Data Integrity
Benefits
- GE HealthCare offers a competitive benefits package, including not but limited to medical, dental, vision, paid time off, a 401(k) plan with employee and company contribution opportunities, life, disability, and accident insurance, and tuition reimbursement.
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What This Job Offers
Job Type
Full-time
Career Level
Executive
