Customer Quality & Experience Leader, Global Services

🔥 12 hours ago

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GE Vernova

WebsiteLinkedInAll Job Openings

10,000+ employees

⚡ Energy

🚀 Aerospace

🤖 Artificial Intelligence

Energy • Aerospace • Artificial Intelligence

GE Vernova is a leader in the energy sector with over 130 years of experience, dedicated to electrifying the world while decarbonizing it. The company offers a broad portfolio of energy solutions including gas, hydro, nuclear, and wind power technologies, aimed at providing reliable, affordable, and sustainable energy. With a strong focus on innovation, GE Vernova plays a significant role in reducing the carbon footprint of global power systems and supports the transition to net-zero emissions by 2030.

📋 Description

• develop and deploy CX transformation strategy across the 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 • define / execute a multi‑year CX vision aligned to Global Services business line goals • partner with Value Stream Leaders and cross-Gas Power business lines to embed customer‑centric decision‑making into strategic planning, operational priorities and lean roadmaps • 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) • lead the preparation and represent Global Services at the Customer Experience MOR • 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

🎯 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 • Retirement benefits include the GE Vernova Retirement Savings Plan, a tax-advantaged 401(k) savings opportunity with company matching contributions and company retirement contributions, as well as 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