Customer Experience Program Owner

Job Overview

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.

Key Responsibilities

• 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 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.
• 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.
• 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.

Required Skills and Qualifications

• 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 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.
• 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.
• · 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.
• The specific pay offered may be influenced by a variety of factors, including the candidate’s experience, education, and skill set.

Benefits and Perks

• Bonus eligibility: discretionary annual bonus.
• Available benefits include medical, dental, vision, and prescription drug coverage; access to Health Coach from GE Vernova, a 24/7 nurse-based resource; and 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.
• Other benefits include tuition assistance, adoption assistance, paid parental leave, disability benefits, life insurance, 12 paid holidays, and permissive time off.
• or its affiliates (collectively or individually, “GE Vernova”) sponsor certain employee benefit plans or programs GE Vernova reserves the right to terminate, amend, suspend, replace, or modify its benefit plans and programs at any time and for any reason, in its sole discretion.
• No individual has a vested right to any benefit under a GE Vernova welfare benefit plan or program.

Work Location and Schedule

This role is listed as Remote USA with location information shown as Remote USA. The employment type is Full Time.

About the Company

GE Vernova is the organization connected with this listing. USA Jobs Today displays this opportunity for job discovery only, so applicants should verify company details, application instructions, and eligibility on the official employer website.