26 days old

Senior Director Customer Experience and VOC Programs

GE Energy
Chicago, IL 60602
**Job Description Summary**

As the Director Customer Experience & VOC Programs, you'll be responsible for managing and evolving GE Healthcares voice of customer and CX program in the U.S. and Canada region. As the team grows and the program scales significantly, this leader will guide the evolution and connect key stakeholders to ensure actionable customer insight contributes meaningfully to commercial and marketing decision-making and strategy.



GE Healthcare is a leading global medical technology and digital solutions innovator. Our mission is to improve lives in the moments that matter. Unlock your ambition, turn ideas into world-changing realities, and join an organization where every voice makes a difference, and every difference builds a healthier world.



**Job Description**



**Roles and Responsibilities**



+ Be a steward of GE Healthcares customer experience program, with primary focus on U.S. and Canada region

+ Lead scaling of the VOC program to reach statistically significant data samples across geographic regions, customer segments and specific roles

+ Develop the program plan and evolutionary roadmap, in close partnership with team leadership, tracking progress and making informed recommendations for optimization

+ Establish proactive customer listening mechanisms and feedback loops that deliver the voice of the customer back into the organization to drive strategic improvements

+ Manage the relationship with external CX partners, ensuring aligned plans and resourcing, and budget management

+ Influence and align cross functional stakeholders to an actionable CX plan

+ Lead quantitative and qualitative VOC research, while also playing an active role in drafting research briefs, selecting research partners, guiding development of questionnaires/discussion guides, and overseeing research process and report-outs

+ Drive strategic change: Lead cross-functional change workshops/kaizens to implement improvement initiatives (experience design, problem solving, and innovation workshops)

+ Monitor, prioritize, & report on progress of improvement projects that span across customer journey

+ Drive accountability: Establish, enforce, & manage operating environment to sustain strategic change and drive accountability

+ Define and partner with digital team members to create and manage the customer invitation process and future API integration

+ Develop a rich understanding of GE Healthcares customers and identify new opportunities to improve lifetime value

+ Constantly seek, share, and implement CX and VOC best practices

+ Act as an inspiration, motivational and accountability-oriented leader of direct reports and cross-functional team members



**Required Qualifications**



+ Bachelors Degree in Marketing, Communications, Psychology, Business Administration or related field

+ 7+ years in a customer experience leadership role responsible for managing day-to-day CX program operations, growth and impact/results in large, matrixed companies

+ 7+ years of experience in a research role responsible for voice-of-customer (VOC) research (e.g., structuring research, developing research tools (discussion guides, questionnaires, etc.), securing customer data for recruiting/targeting, analyzing results, etc.)

+ Vision for how VOC programs can drive CX orientation and decision-making, but also patience to understand the speed with which that orientation develops in large companies

+ Exceptionally strong critical thinking, analytical, problem-solving, and team management skills

+ Experience scoping, managing and deriving actionable insights from qualitative, quantitative, ethnographic and other customer or employee research that informs CX strategy and drives business results

+ Results-oriented, resourceful individual with solid leadership and interpersonal skills, executive presence, and the ability to lead, follow, collaborate and influence at, below and above current level

+ Demonstrated ability to achieve short and long-term objectives with minimal direction

+ Passion for and proven track record leading people and teams toward meaningful outcomes, and positively influencing to achieve results



**Desired Characteristics**



+ Prior experience working with Medallia

+ Prior experience with Salesforce and Siebel a plus

+ Experience with sales transactions, solutions and roles

+ Healthcare product/industry acumen



Our total rewards are designed to unlock your ambition by giving you the boost and flexibility you need to turn your ideas into world-changing realities. Our salary and benefits are everything youd expect from an organization with global strength and scale, and youll be surrounded by career opportunities in a culture that fosters care, collaboration and support #LI-CHI



**Additional Information**



GE offers a great work environment, professional development, challenging careers, and competitive compensation. GE is an Equal Opportunity Employer (https://assets.phenompeople.com/CareerConnectResources/GE11GLOBAL/en\_global/desktop/assets/images/poster\_screen\_reader\_optimized\_w\_supplement.pdf) . 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 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

Categories

Posted: 2021-03-15 Expires: 2021-04-14

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Senior Director Customer Experience and VOC Programs

GE Energy
Chicago, IL 60602

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