Customer Experience Segment Leader – Wind

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

📋 Description

• Act as the primary champion for customer experience within GE Vernova’s Wind division.

• Implement enterprise-wide customer experience standards set by the EDGE organization.

• Promote localized accountability and ongoing enhancement.

• Connect the enterprise EDGE customer solutions team with the Wind division.

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

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

• Incorporate customer experience goals, NPS targets, and strategic customer improvement initiatives into the Wind roadmap.

• Examine Wind-specific NPS and CSAT data to pinpoint critical moments and key drivers of customer sentiment.

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

• Establish a cross-functional customer experience operating rhythm and ensure business unit leaders are held accountable for action plans.

• Design and oversee the Wind segment-level closed-loop feedback process.

• Perform root cause analysis and develop documented recovery plans for negative feedback.

• Collaborate with cross-functional Wind teams to synchronize operational workflows with a customer-centric approach.

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

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

• Ensure alignment with EDGE strategic decisions, standardized tools, and enterprise customer experience policies.

• Cultivate a customer-first culture and spearhead internal communication campaigns regarding customer experience initiatives.

⛳️ Requirements

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

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

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

• Strong analytical capabilities with the ability to distill complex data into clear, actionable business recommendations.

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

• Proficiency in Lean or continuous improvement frameworks to optimize customer touchpoints.

• Ability to effect change without direct authority while navigating complex stakeholder landscapes.

• Outstanding ability to present customer experience findings to senior leadership and articulate the ROI of customer loyalty.

• Commitment to the One GE Vernova philosophy.

• Comfortable with challenging the status quo and managing ambiguity associated with large-scale cultural change.

• Legally authorized to work in the United States.

• Successful completion of a drug screen, if applicable.

🏝️ Benefits

• Competitive compensation.

• Professional development opportunities.

• Medical coverage.

• Dental coverage.

• Vision coverage.

• Prescription drug coverage.

• Access to a Health Coach from GE Vernova.

• Employee Assistance Program providing 24/7 confidential assessment, counseling, and referral services.

• GE Vernova Retirement Savings Plan.

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

• Company retirement contributions.

• Fidelity resources and financial planning consultants.

• Tuition assistance.

• Adoption assistance.

• Paid parental leave.

• Disability benefits.

• Life insurance.

• 12 paid holidays.

• Permissive time off.

• Relocation assistance.