Job Description Summary

The Customer Experience (CX) Program Owner will own and drive the end-to-end customer experience strategy across PERS and its Customer Success organization. This individual will act as the voice of the customer to aid in shaping priorities by aligning CX initiatives through a One Vernova approach with the aim of creating deeper customer loyalty, securing a competitive advantage for GE Vernova, and creating enduring value. This is an individual contributor role with the potential to grow into a people leadership position as the program matures. The CX Program Owner will build upon the current program foundation, inheriting existing frameworks, processes, and stakeholder relationships to scale and sustain the program long-term. This role requires a dynamic individual with process excellence experience and a passion for improving customer outcomes. This individual will collaborate with the various Customer Success teams and the GE Vernova business units to improve and sustain customer experience for the customer accounts while building a framework that is aligned scalable within the new Software and Controls Solutions (SCS) business.

Job Description

Job Description and Expectations

· Define and execute a comprehensive CX vision and multi-year roadmap, establishing governance frameworks and leading cross-business alignment on processes and tools to ensure a consistent, enterprise-wide customer experience approach

· Define, track, and report on key CX metrics, including Net Promoter Score (NPS), Customer Satisfaction (CSAT), Response Rates…etc. through dashboards and reporting frameworks that provide visibility into performance

· Serve as the voice of the customer to senior leadership, communicating CX findings, insights, and strategy to embed customer-centric decision making across SCS’s business priorities

· Design and implement CX processes, standards, and best practices, establishing mechanisms that allow business segment CX performance to roll up to an enterprise-level view within GE Vernova.

· Partner cross-functionally with Quality, Commercial, Project Management, and other teams as needed within PERS and other business units to prioritize and drive improvements, while building a network of CX contacts to accelerate engagement and sharing of best practices

· Foster a customer-first culture across the organization by developing CX training programs, championing diversity of customer perspectives in decision-making, and driving consistent adoption of CX initiatives across all business lines

Required Qualifications:

· Bachelor's degree from an accredited university or equivalent work experience.

· 3-5 years of experience in CX, solutions implementations or similar customer interactions within energy, industrial, or technology sectors.

Desired Qualifications:

· Demonstrated success in process design and change management principles

· Understanding of industry CX, NPS, and Customer Satisfaction Score (CSAT) standards and best practices

· Experience with NPS or CSAT survey tools and analytics

· Ability to influence across multiple levels of organization and business units

· Exceptional communication and stakeholder management skills

· Strategic thinker with an operational mindset and a passion for customer advocacy

· Demonstrated collaboration and cooperation with a One Team mindset is a must-have for this role

Additional Information

GE Vernova offers a great work environment, professional development, challenging careers, and competitive compensation. 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.

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).

Relocation Assistance Provided: No

#LI-Remote - This is a remote position

Application Deadline:

For candidates applying to a U.S. based position, the pay range for this position is between $91,400.00 and $152,200.00. The Company pays a geographic differential of 110%, 120% or 130% of salary in certain areas. The specific pa

Customer Experience Program Owner at GE Vernova