Customer Quality & Experience Leader, Global Services

Job Description Summary

As we, across GEV, double down on our Quality maturity efforts and elevate Quality to be our “right to win”, we are also starting to measure the impact of our Quality efforts in terms of Customer Experience. Customer Quality & Experience Leader for Global Services will develop and deploy this CX transformation strategy across this largest business line for Gas Power. The leader will partner closely with ITR Regions and serve as the voice of the customer across internal Parts, Repairs, Upgrades and Field Services Valuestreams.

Job Description

Roles and Responsibilities

• Strategic Leadership:
  • Customer experience strategy — Partner with Power Business Operations COE and define / execute a multi‑year CX vision aligned to Global Services business line goals and evolving market expectations with new customer archetypes.
  • Executive influence — Partner with Value Stream Leaders and cross-Gas Power business lines (such as Supply Chain, Engineering) to embed customer‑centric decision‑making into strategic planning, operational priorities and lean roadmaps.

• Customer Insights & Analytics:
  • Voice of the Customer — Own VoC process for Global Services, including Daily Management on the closed-loop action-plan for low score surveys.
  • Experience analytics — Own problem solving / action-planning for CX KPIs (NPS, CSAT etc) and common Power level themes to ensure data‑driven prioritization of improvements across business lines, functions and regions.

• Customer Experience MOR:
  • Lead the preparation and represent Global Services at the Customer Experience MOR
  • Support the enhancement of key customer centric Quality & Delivery KPIs (such as Customer Events, Successful Outage Score etc) through problem solving, action-planning and introduction of any future customer-centric sub-KPIs

• Customer Interface & Relationship Management:
  • Lead high-impact customer engagements and recovery plans for strategic customer escalations on Quality related topics, ensuring timely resolution and restoration of customer confidence in GEV
  • Establish a consistent and proactive Global customer communication playbook focused on critical events and systemic trends.

• Team Development:
  • Coach and inspire teams of multi-regional Customer Quality Leaders to strengthen organizational capabilities, drive consistent global standards, and foster a culture of customer-focused excellence.
  • Enhance the culture of breakthrough thinking and adoption of GEV Lean operating method tools across this team

Required Qualifications (US)

• Bachelor's degree from an accredited university or college and 10 years’ experience in the Operations environment with strong business process understanding with proven track record of results using Quality and Lean methodologies

OR

• High School Diploma/ GED and 20 years’ experience in the Operations environment with strong business process understanding with proven track record of results using Quality and Lean methodologies.
• Expertise in structured problem-solving methodologies (such as A3, 8D, PSR, TapRooT, Shainin etc) and familiarity with GEV Lean Operating Method tools (MOR, Hoshin, Roadmap, Daily Management and Kaizen)
• Proven track record in leading global transformations (people, process and systems) and driving enterprise-level improvements to improve customer experience
• Knowledge of engineering, manufacturing, and supply chain processes, with deeper experience in field service-based businesses
• Experience supporting diverse customer bases and cross-functional teams across multiple regions, with high level of adaptability and resilience in managing complex, global challenges

Desired Characteristics

• Systems Thinking: Ability to see how changes in one part of the process affect the entire value stream.
• Influencing Skills: Proven ability to lead change across functions without direct hierarchical authority. Ability to break down complex issues to influence senior leaders, customers and cross-functional stakeholders.
• Data-Driven: A passion for using data to find the "signal in the noise" and prioritize the most impactful projects.
• Resilience: The tenacity to challenge the status quo and maintain high standards even under delivery pressure.
• This job will require travel >50%, may vary depending on location.

Additional Information

- This is a remote positionFor candidates applying to a U.S. based position, the pay range for this position is between $142,200.00 and $237,100.00. The Company pays a geographic differential of 110%, 120% or 130% of salary in certain areas. The specific pay offered may be influenced by a variety of factors, including the candidate’s experience, education, and skill set.Bonus eligibility: discretionary annual bonus.This posting is expected to remain open for at least seven days after it was posted on June 18, 2026.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.GE Vernova Inc. 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. This document does not create a contract of employment with any individual.