Customer Quality & Experience Leader, Global Services

GE Vernova

Customer Quality & Experience Leader developing and deploying customer experience strategies for Global Services in Gas Power. Partnering with various stakeholders to enhance customer insights and relationships.

Posted 7/17/2026full-timeRemote • 🇺🇸 United StatesSenior💰 $142,200 - $237,100 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in developing and deploying customer experience transformation strategies, utilizing structured problem-solving methodologies and Lean principles to drive global improvements. Proven ability to lead cross-functional teams and manage complex challenges in operations, engineering, and field service environments.

Highest-signal resume keywords

CX Transformation Strategy DevelopmentStructured Problem-Solving MethodologiesGlobal Transformation LeadershipLean Methodologies ExpertiseCustomer Experience Improvement

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Quality MethodologiesLean MethodologiesA3 Problem Solving8D Problem SolvingPSRTapRooTShaininMORHoshinKaizen

Soft Skills

AdaptabilityResilienceCoachingInspiring TeamsCross-Functional Collaboration

Tools & Technologies

Daily ManagementRoadmap

Industry Keywords

Customer ExperienceOperationsField ServiceManufacturingSupply Chain

About the role

Key responsibilities & impact

develop and deploy CX transformation strategy across the largest business line for Gas Power
partner closely with ITR Regions and serve as the voice of the customer across internal Parts, Repairs, Upgrades and Field Services Valuestreams
define / execute a multi‑year CX vision aligned to Global Services business line goals
partner with Value Stream Leaders and cross-Gas Power business lines to embed customer‑centric decision‑making into strategic planning, operational priorities and lean roadmaps
own VoC process for Global Services, including Daily Management on the closed-loop action-plan for low score surveys
own problem solving / action-planning for CX KPIs (NPS, CSAT etc)
lead the preparation and represent Global Services at the Customer Experience MOR
establish a consistent and proactive Global customer communication playbook focused on critical events and systemic trends
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

Requirements

What you’ll need

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

Benefits

Comp & perks

medical, dental, vision, and prescription drug coverage
access to Health Coach from GE Vernova, a 24/7 nurse-based resource
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.
tuition assistance
adoption assistance
paid parental leave
disability benefits
life insurance
12 paid holidays
permissive time off