Customer Quality & Experience Leader, Global Services

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🔥 18 hours ago

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Switzerland Global Enterprise

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 1927

🤝 B2B

🛍️ eCommerce

B2B • eCommerce • Export

Switzerland Global Enterprise is a national platform that provides support to companies in Switzerland to promote their products and services in international markets. The organization offers various services including market entry advice, networking opportunities, and information on trade regulations, helping Swiss businesses to successfully expand and thrive globally.

📋 Description

• Develop and deploy CX transformation strategy across largest business line for Gas Power • Partner closely with ITR Regions and serve as the voice of the customer across internal Parts, Repairs, Upgrades and Field Services Valuestreams • Own VoC process for Global Services, including Daily Management on the closed-loop action-plan for low score surveys • Own problem solving / action-planning for CX KPIs (NPS, CSAT etc) and common Power level themes to ensure data‑driven prioritization of improvements across business lines, functions and regions • Lead the preparation and represent Global Services at the Customer Experience MOR • Support the enhancement of key customer centric Quality & Delivery KPIs (such as Customer Events, Successful Outage Score etc) through problem solving, action-planning and introduction of any future customer-centric sub-KPIs • Lead high-impact customer engagements and recovery plans for strategic customer escalations on Quality related topics • Establish a consistent and proactive Global customer communication playbook focused on critical events and systemic trends • Coach and inspire teams of multi-regional Customer Quality Leaders to strengthen organizational capabilities, drive consistent global standards, and foster a culture of customer-focused excellence • Enhance the culture of breakthrough thinking and adoption of GEV Lean operating method tools across this team

🎯 Requirements

• Bachelor's degree from an accredited university or college and 10 years’ experience in the Operations environment with strong business process understanding with proven track record of results using Quality and Lean methodologies OR High School Diploma/ GED and 20 years’ experience in the Operations environment with strong business process understanding with proven track record of results using Quality and Lean methodologies. • Expertise in structured problem-solving methodologies (such as A3, 8D, PSR, TapRooT, Shainin etc) and familiarity with GEV Lean Operating Method tools (MOR, Hoshin, Roadmap, Daily Management and Kaizen) • Proven track record in leading global transformations (people, process and systems) and driving enterprise-level improvements to improve customer experience • Knowledge of engineering, manufacturing, and supply chain processes, with deeper experience in field service-based businesses • Experience supporting diverse customer bases and cross-functional teams across multiple regions, with high level of adaptability and resilience in managing complex, global challenges

🏖️ 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