Customer Experience Program Owner

Resumen

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.

Descripción del Puesto

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 ...