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About the Role
The Customer Experience (CX) Segment Leader will serve as the primary advocate for customer experience within the GE Vernova Wind business. This role is responsible for executing enterprise-wide CX standards while driving localized accountability and continuous improvement. The ideal candidate will transform customer feedback into actionable growth and recovery strategies, ensuring the Wind business actively improves the customer journey to foster long-term loyalty and competitive advantage.
Responsibilities
- Serve as the bridge between the enterprise EDGE customer solutions team and the Wind business, ensuring consistent application of CX protocols, feedback collection, and reporting.
- Participate in the Hoshin Kanri process on behalf of the Wind business, integrating CX goals and improvement initiatives into the Wind roadmap.
- Analyze Wind-specific NPS and CSAT data to identify key drivers of customer sentiment and partner with leadership to translate insights into improvement initiatives.
- Establish a regular operating rhythm for the Wind segment, including cross-functional CX reviews where leaders are held accountable for action plans.
- Design and manage the Wind segment-level closed-loop process for addressing negative feedback with root cause analysis and recovery plans.
- Partner with cross-functional teams to align operational workflows with customer-centricity and feedback, using lean methodologies to map and eliminate friction points.
- Act as the primary point of contact for the Enterprise CX Leader, maintaining alignment with standardized tools and enterprise CX policies.
- Foster a customer-first culture within the Wind business and lead communication campaigns to socialize the impact of CX initiatives.
Requirements
- Bachelor’s degree in Business, Marketing, Engineering, or a related discipline.
- 8+ years of progressive experience in Customer Experience, Voice of Customer (VoC) programs, or Customer Operations within energy, industrial, or technology sectors.
Skills
- Experience managing NPS/CSAT programs with demonstrated success in improving scores through structured action planning.
- Strong analytical skills with the ability to synthesize complex data into clear, actionable business recommendations.
- Experience leading cross-functional teams in a matrixed organization.
- Expertise in Lean or continuous improvement frameworks to streamline customer touchpoints.
- Ability to drive change without direct authority, navigating complex stakeholder environments.
- Exceptional ability to present CX findings to senior leadership and articulate the ROI of customer loyalty.
- Commitment to the One GE Vernova philosophy.
- Comfortable challenging the status quo and navigating ambiguity associated with large-scale cultural change.
Location
- Remote
Work Type
- Remote
- Full-time
Experience Level
- 8+ years of progressive experience
Education Level
- Bachelor’s degree
Salary/Compensations
- $128,400.00 - $213,900.00
- Discretionary annual bonus
Benefits
- Medical, dental, vision, and prescription drug coverage
- Access to Health Coach from GE Vernova, a 24/7 nurse-based resource
- Access to the Employee Assistance Program, providing 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 company 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
- Relocation Assistance Provided: Yes
About the Company
- GE Vernova offers a great work environment, professional development, challenging careers, and competitive compensation.
- GE Vernova will only employ those who are legally authorized to work in the United States for this opening.
- Any offer of employment is conditioned upon the successful completion of a drug screen (as applicable).
Equal Opportunity
- GE Vernova is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.