[Hiring] Customer Experience Segment Leader @GE Vernova

Role Description

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 the enterprise-wide CX standards established by the EDGE organization while driving localized accountability and continuous improvement. The ideal candidate will transform customer feedback (NPS/CSAT/VoC) into actionable Wind-specific growth and recovery strategies, ensuring that the Wind business not only measures satisfaction but actively improves the customer journey to foster long-term loyalty and competitive advantage.

Key Responsibilities

• Wind Execution of Enterprise Standards: Serve as the bridge between the enterprise EDGE customer solutions team and the Wind business; ensure the consistent application of One GE Vernova CX protocols, feedback collection methodologies, and reporting cadences.
• Strategic Alignment (Hoshin Kanri): Actively participate in Hoshin Kanri (HK) process on behalf of the Wind business, ensuring CX goals, NPS targets, and strategic customer improvement initiatives are integrated into the Wind roadmap.
• Insight to Action: Lead the analysis of Wind-specific NPS and CSAT data to identify "moments of truth" and key drivers of customer sentiment. Partner with Wind leadership to translate these insights into targeted improvement initiatives.
• Governance & Accountability: Establish a robust operating rhythm for the Wind segment, including regular, cross-functional CX reviews where business unit leaders are held accountable for action plans tied to customer feedback.
• Operationalizing the Feedback Loop: Design and manage the Wind segment-level closed-loop process, ensuring that negative feedback is addressed with root cause analysis and a documented recovery plan.
• Cross-Functional Collaboration: Partner with cross-functional teams within the Wind segment to align operational workflows with customer-centricity and feedback in mind. Use lean methodologies to map and eliminate friction points in the customer journey.
• Enterprise Liaison & Alignment: Act as the primary point of contact for the Enterprise CX Leader, maintaining alignment with the EDGE-defined strategic decisions, standardized tools, and enterprise CX policies, ensuring Wind segment-level activities remain consistent with the One Vernova vision.
• Change Management & Advocacy: Foster a customer-first culture within the Wind business. Lead internal communication campaigns to socialize the impact of CX initiatives.

Qualifications

• 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.

Desired Characteristics

• 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 to maintain focus on the customer.
• Exceptional ability to present CX findings to senior leadership and articulate the ROI of customer loyalty.
• A commitment to the One GE Vernova philosophy, prioritizing enterprise-wide synergy over siloed segment goals.
• Comfortable challenging the status quo and navigating the ambiguity often associated with large-scale cultural change.

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 including the 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.