Customer Experience Segment Leader – Wind

🔥 14 hours ago

🗽 New York – Remote

🗽 New York – Remote

💵 $128.4k - $213.9k / year

⏰ Full Time

🟠 Senior

💝 Customer Support

👻 Ghost score 0%

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GE Vernova

WebsiteLinkedInAll Job Openings

10,000+ employees

💼 Consulting

📦 Logistics

🏭 Manufacturing

Consulting • Logistics • Manufacturing

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

• Serve as the primary advocate for customer experience within GE Vernova’s Wind business • Execute enterprise-wide CX standards established by the EDGE organization • Drive localized accountability and continuous improvement • Bridge the enterprise EDGE customer solutions team and the Wind business • Apply One GE Vernova CX protocols, feedback collection methodologies, and reporting cadences • Participate in the Hoshin Kanri process for the Wind business • Integrate CX goals, NPS targets, and strategic customer improvement initiatives into the Wind roadmap • Analyze Wind-specific NPS and CSAT data to identify moments of truth and key drivers of customer sentiment • Translate customer insights into targeted improvement initiatives with Wind leadership • Establish a cross-functional CX operating rhythm and hold business unit leaders accountable for action plans • Design and manage the Wind segment-level closed-loop feedback process • Conduct root cause analysis and create documented recovery plans for negative feedback • Partner with cross-functional Wind teams to align operational workflows with customer-centricity • Use Lean methodologies to map and eliminate friction points in the customer journey • Serve as the primary contact for the Enterprise CX Leader • Maintain alignment with EDGE strategic decisions, standardized tools, and enterprise CX policies • Foster a customer-first culture and lead internal communication campaigns about 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 • 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 • Legally authorized to work in the United States • Successful completion of a drug screen, as applicable

🏖️ Benefits

• Competitive compensation • Professional development • Medical coverage • Dental coverage • Vision coverage • Prescription drug coverage • Health Coach from GE Vernova • Employee Assistance Program with 24/7 confidential assessment, counseling and referral services • GE Vernova Retirement Savings Plan • Tax-advantaged 401(k) savings opportunity with company matching contributions • Company retirement contributions • 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

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