Enterprise Customer Quality Leader – Europe/Asia

This is a fully remote position, open to applicants in United Kingdom, +1 more country.

📋 Description

• Lead the customer quality strategy for GE Vernova's Strategic Account portfolio.

• Serve as the primary point of contact for customer quality performance and satisfaction across the enterprise.

• Act as the Voice of the Customer during executive reviews, operational mechanisms, and strategic planning sessions.

• Develop and implement enterprise standard practices for customer quality governance.

• Design, launch, and maintain balanced customer health scorecards for strategic accounts.

• Establish governance for customer quality metrics, encompassing Major & Reputational Events, Cost of Poor Quality (COPQ), NPS & Customer Experience, action closure effectiveness, and customer-specific critical-to-quality measures.

• Maintain executive dashboards and reporting systems for account health to identify emerging risks and areas for improvement.

• Integrate NPS, customer feedback, strategic account reviews, and direct customer insights into enhancement initiatives.

• Identify systemic customer pain points and initiate enterprise-level corrective actions.

• Coordinate closed-loop processes to ensure customer issues are addressed, tracked, and resolved.

• Support recovery efforts for high-risk and strategically significant accounts.

• Facilitate regular quality reviews with Strategic Account Executives and business leaders.

• Provide insights and risk assessments related to customer quality at the executive level.

• Establish escalation processes for customer quality issues that span multiple businesses and functions.

• Assist leadership in decision-making through integrated narratives and analytics on customer quality.

• Lead enterprise Kaizen initiatives aimed at enhancing customer experience, quality performance, and operational efficiency.

• Employ Lean methodologies and structured problem-solving tools to resolve recurring issues.

• Drive the implementation of standard practices and sustainable operational mechanisms throughout the organization.

• Foster a culture of continuous improvement with a customer-centric focus.

• Advocate for the deployment of GE Vernova's Zero Defect Framework.

• Collaborate with Quality Councils, Country Councils, and Business Quality organizations to ensure uniform implementation.

• Promote preventive quality strategies that minimize customer-facing defects and operational failures.

• Support enterprise quality transformation initiatives.

• Coordinate efforts across Commercial, Services, Operations, Engineering, Sourcing, and Quality teams.

• Align customer quality priorities with the execution plans of business units.

• Facilitate collaboration across organizational boundaries to enhance customer outcomes.

• Ensure that lessons learned are replicated across accounts, regions, and businesses.

⛳️ Requirements

• Bachelor’s degree in engineering, Quality, Operations, Business, or a related field.

• Significant leadership experience in Quality, Operations, Customer Experience, Commercial Excellence, or Continuous Improvement.

• Proven experience in leading enterprise-wide initiatives across multiple business units.

• Strong analytical skills, including the development of KPIs, scorecard design, and dashboard governance.

• Experience in facilitating discussions at the executive level and influencing senior leadership decisions.

• Knowledge of quality systems, corrective action methodologies, and continuous improvement tools.

• Lean Six Sigma Black Belt or Master Black Belt certification.

• Background in power generation, energy, industrial manufacturing, or service organizations.

• Experience managing enterprise customer satisfaction and NPS programs.

• Experience leading global, cross-functional quality transformation initiatives.

• Familiarity with digital reporting platforms, customer analytics systems, and enterprise performance dashboards.

• Strategic thinker adept at translating customer insights into actionable enterprise initiatives.

• Strong executive presence and influencing capabilities.

• Customer-centric mindset focused on building trust and loyalty.

• Proven ability to lead by influence without direct authority.

• Skilled facilitator capable of aligning diverse stakeholders around shared goals.

• Data-driven decision maker who balances analytical insights with practical business judgment.

• Passionate about continuous improvement and operational excellence.

• Effective communicator who can simplify complex issues for executive audiences.

• Proactive approach with strong follow-through and accountability.

• Collaborative leader who fosters partnerships across businesses, functions, and regions.

🏝️ Benefits

• Remote position.

• Relocation assistance not provided.