Customer Quality & Experience Leader, Global Services

Switzerland Global Enterprise

Customer Quality & Experience Leader developing and deploying CX transformation strategy across largest Gas Power business line. Partnering with ITR Regions to enhance customer experience and insights analytics.

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 CX transformation strategy and structured problem-solving methodologies to enhance customer experience and drive enterprise-level improvements. Proven ability to lead global transformations and coach cross-functional teams in a customer-focused environment.

Highest-signal resume keywords

CX Transformation StrategyStructured Problem-Solving MethodologiesGlobal Transformations LeadershipQuality and Lean MethodologiesCustomer Experience Improvement

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Quality MethodologiesLean MethodologiesA3 Problem Solving8D Problem SolvingPSRTapRooTShaininData-Driven PrioritizationKPI ManagementCustomer Experience Metrics

Soft Skills

CoachingInspiring TeamsAdaptabilityResilienceCross-Functional Collaboration

Tools & Technologies

GEV Lean Operating MethodMORHoshinRoadmapDaily ManagementKaizen

Industry Keywords

Operations EnvironmentField ServiceCustomer QualityGlobal ServicesSupply Chain ProcessesManufacturing ProcessesCustomer EngagementCustomer-Centric CultureQuality KPIsCustomer Communication Playbook

About the role

Key responsibilities & impact

Develop and deploy CX transformation strategy across 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
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) and common Power level themes to ensure data‑driven prioritization of improvements across business lines, functions and regions
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
Lead high-impact customer engagements and recovery plans for strategic customer escalations on Quality related topics
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
Enhance the culture of breakthrough thinking and adoption of GEV Lean operating method tools across this team

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
GE Vernova Retirement Savings Plan, a tax-advantaged 401(k) savings opportunity with company matching contributions and company retirement contributions
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