Customer Quality & Experience Leader, Global Services

This is a fully remote position, open to applicants in United States.

📋 Description

• Create and implement a customer experience transformation strategy for the largest business segment in Gas Power.

• Collaborate closely with ITR Regions, acting as the customer advocate within the internal Parts, Repairs, Upgrades, and Field Services Valuestreams.

• Manage the Voice of the Customer (VoC) process for Global Services, including overseeing daily management of the closed-loop action plan for surveys with low scores.

• Take charge of problem-solving and action-planning for CX KPIs (NPS, CSAT, etc.) and common themes at the Power level to ensure improvements are prioritized based on data across business lines, functions, and regions.

• Lead the preparation and represent Global Services during the Customer Experience Monthly Operating Review (MOR).

• Assist in enhancing essential customer-centric Quality & Delivery KPIs (e.g., Customer Events, Successful Outage Score) through problem-solving, action-planning, and introducing future customer-centric sub-KPIs.

• Spearhead impactful customer engagements and recovery strategies for strategic escalations concerning Quality-related issues.

• Develop a consistent and proactive global customer communication playbook focused on critical events and systemic trends.

• Mentor and motivate teams of multi-regional Customer Quality Leaders to enhance organizational capabilities, promote consistent global standards, and cultivate a culture of customer-focused excellence.

• Foster a culture of innovative thinking and the adoption of GEV Lean operating method tools within the team.

⛳️ Requirements

• A Bachelor's degree from an accredited university or college with 10 years of experience in an Operations environment, possessing a strong understanding of business processes and a proven track record of results using Quality and Lean methodologies, or a High School Diploma/GED with 20 years of experience in the Operations environment with similar qualifications.

• Proficiency in structured problem-solving methodologies (e.g., A3, 8D, PSR, TapRooT, Shainin) and familiarity with GEV Lean Operating Method tools (MOR, Hoshin, Roadmap, Daily Management, and Kaizen).

• Demonstrated success in leading global transformations (people, processes, and systems) and driving enterprise-wide improvements to enhance customer experiences.

• Knowledge of engineering, manufacturing, and supply chain processes, with in-depth experience in field service-based businesses.

• Experience supporting diverse customer bases and cross-functional teams across multiple regions, demonstrating high adaptability and resilience in managing complex global challenges.

🏝️ Benefits

• Medical, dental, vision, and prescription drug coverage.

• Access to a Health Coach from GE Vernova, a 24/7 nurse-based resource.

• Access to the Employee Assistance Program, offering 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 retirement contributions.

• 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.