Customer Experience Segment Leader – Wind

This is a fully remote position, open to applicants in New York.

📋 Description

• Act as the main advocate for customer experience within GE Vernova’s Wind division.

• Implement company-wide CX standards set by the EDGE organization.

• Promote localized accountability and drive continuous improvement efforts.

• Serve as a connector between the enterprise EDGE customer solutions team and the Wind division.

• Utilize One GE Vernova CX protocols, feedback collection methods, and reporting schedules.

• Engage in the Hoshin Kanri process for the Wind division.

• Incorporate CX objectives, NPS goals, and customer enhancement initiatives into the Wind strategic roadmap.

• Examine Wind-specific NPS and CSAT data to pinpoint critical moments and factors influencing customer sentiment.

• Convert customer insights into specific improvement initiatives in collaboration with Wind leadership.

• Establish a collaborative CX operating rhythm and ensure business unit leaders are accountable for feedback action plans.

• Develop and oversee a closed-loop feedback mechanism, including root cause analysis and documented recovery strategies.

• Align operational processes with customer-centric approaches and feedback loops.

• Employ Lean methodologies to identify and eliminate friction points in the customer journey.

• Serve as the primary contact for the Enterprise CX Leader.

• Ensure consistency with enterprise CX decisions, tools, and policies.

• Promote a customer-first culture and spearhead internal communication initiatives.

⛳️ Requirements

• Bachelor’s degree in Business, Marketing, Engineering, or a relevant field.

• Over 8 years of progressively responsible experience in Customer Experience, Voice of Customer (VoC) programs, or Customer Operations within the energy, industrial, or technology sectors.

• Proven experience in managing NPS/CSAT programs with a track record of enhancing scores through structured action planning.

• Strong analytical abilities to distill complex data into clear, actionable business insights.

• Experience in leading cross-functional teams within a matrixed organization.

• Proficiency in Lean or continuous improvement methodologies.

• Capability to drive change without direct authority and navigate complex stakeholder environments.

• Exceptional skills in presenting CX insights to senior leadership and articulating the ROI of customer loyalty.

• Dedication to the One GE Vernova philosophy.

• Ability to challenge existing norms and manage the ambiguity associated with large-scale cultural transformation.

• Legally authorized to work in the United States.

🏝️ Benefits

• Opportunities for professional development.

• Competitive salary.

• Annual discretionary bonus.

• Comprehensive medical, dental, vision, and prescription drug coverage.

• Access to Health Coach services.

• Employee Assistance Program.

• GE Vernova Retirement Savings Plan.

• 401(k) savings plan with company matching contributions.

• Employer contributions to retirement plans.

• Resources and financial planning consultants through Fidelity.

• Tuition assistance program.

• Adoption assistance.

• Paid parental leave.

• Disability benefits.

• Life insurance coverage.

• 12 paid holidays annually.

• Flexible time off policy.

• Relocation support.