Customer Experience Segment Leader - Wind

A01098 GE Vernova International LLC; City of Schenectady (NY); Remote; USD 128,000 - 214,000; Full time

Benefits offered by this job

Medical benefits

401(k) retirement with match

Tuition assistance

Paid time off

Job summary

GE Vernova, Inc. seeks a CX Segment Leader to champion customer experience across the Wind business, translating feedback into growth and recovery actions. You will drive enterprise CX standards, ensure accountability, and align with One Vernova strategy.

The role requires leading cross-functional teams, leveraging NPS/CSAT/VoC to shape the Wind roadmap and deliver measurable improvements that create loyalty and competitive advantage.

Qualifications

• Bachelor's degree in Business, Marketing, Engineering, or related discipline.
• 8+ years of progressive experience in Customer Experience, VoC programs or Customer Operations.
• Experience in energy, industrial, or technology sectors.

Responsibilities

• Advocate for customer experience within the Wind business and execute enterprise CX standards.
• Participate in HK planning to align CX goals and NPS targets with Wind roadmap.
• Lead analysis of Wind NPS/CSAT data and translate insights into improvement initiatives.
• Establish a governance rhythm with cross-functional CX reviews and action plans.
• Design and manage a Wind segment-level closed-loop feedback process with root cause analysis.
• Collaborate with cross-functional teams to map processes and reduce friction in the customer journey.
• Maintain alignment with EDGE policies and One Vernova strategy as CX liaison.
• Foster a customer-first culture and lead internal communications on CX initiatives.

Skills

CX strategy

NPS/CSAT/VoC

Data analysis

Cross-functional leadership

Lean / continuous improvement

Change management

Education

Bachelor's degree in Business, Marketing, Engineering, or related

Job description

Job Description Summary

The Customer Experience (CX) Segment Leader will serve as the primary advocate for customer experience within the GE Vernova Wind business. This role is responsible for executing the enterprise-wide CX standards established by the EDGE organization while driving localized accountability and continuous improvement. The ideal candidate will transform customer feedback (NPS/CSAT/VoC) into actionable Wind-specific growth and recovery strategies, ensuring that the Wind business not only measures satisfaction but actively improves the customer journey to foster long-term loyalty and competitive advantage.

Key Responsibilities

• Wind Execution of Enterprise Standards: Serve as the bridge between the enterprise EDGE customer solutions team and the Wind business; ensure the consistent application of One GE Vernova CX protocols, feedback collection methodologies, and reporting cadences.


• Strategic Alignment (Hoshin Kanri): Actively participate in Hoshin Kanri (HK) process on behalf of the Wind business, ensuring CX goals, NPS targets, and strategic customer improvement initiatives are integrated into the Wind roadmap.


• Insight to Action: Lead the analysis of Wind-specific NPS and CSAT data to identify \"moments of truth\" and key drivers of customer sentiment. Partner with Wind leadership to translate these insights into targeted improvement initiatives.


• Governance & Accountability: Establish a robust operating rhythm for the Wind segment, including regular, cross-functional CX reviews where business unit leaders are held accountable for action plans tied to customer feedback.


• Operationalizing the Feedback Loop: Design and manage the Wind segment-level closed-loop process, ensuring that negative feedback is addressed with root cause analysis and a documented recovery plan.


• Cross-Functional Collaboration: Partner with cross-functional teams within the Wind segment to align operational workflows with customer-centricity and feedback in mind. Use lean methodologies to map and eliminate friction points in the customer journey.


• Enterprise Liaison & Alignment: Act as the primary point of contact for the Enterprise CX Leader, maintaining alignment with the EDGE-defined strategic decisions, standardized tools, and enterprise CX policies, ensuring Wind segment-level activities remain consistent with the One Vernova vision.


• Change Management & Advocacy: Foster a customer-first culture within the Wind business. Lead internal communication campaigns to socialize the impact of CX initiatives.

Required Qualifications

• Bachelor\'s degree in Business, Marketing, Engineering, or a related discipline.


• 8+ years of progressive experience in Customer Experience, Voice of Customer (VoC) programs, or Customer Operations within energy, industrial, or technology sectors.

Desired Characteristics

• Experience managing NPS/CSAT programs with demonstrated success in improving scores through structured action planning.


• Strong analytical skills with the ability to synthesize complex data into clear, actionable business recommendations.


• Experience leading cross-functional teams in a matrixed organization.


• Expertise in Lean or continuous improvement frameworks to streamline customer touchpoints.


• Ability to drive change without direct authority, navigating complex stakeholder environments to maintain focus on the customer.


• Exceptional ability to present CX findings to senior leadership and articulate the ROI of customer loyalty.


• A commitment to the One GE Vernova philosophy, prioritizing enterprise-wide synergy over siloed segment goals.


• Comfortable challenging the status quo and navigating the ambiguity often associated with large-scale cultural change.

Benefits

• 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 offers a great work environment, professional development, challenging careers, and competitive compensation.

GE Vernova is an Equal Opportunity Employer. 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 Vernova 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: Yes. This is a remote position.

Application Deadline: December 04, 2026

For candidates applying to a U.S. based position, the pay range for this position is between $128,400.00 and $213,900.00. The Company pays a geographic differential of 110%, 120% or 130% of salary in certain areas. Bonus eligibility: discretionary annual bonus.

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.

Addressing the climate crisis is an urgent global priority and we take our responsibility seriously. That is our singular mission at GE Vernova: continuing to electrify the world while simultaneously working to help decarbonize it. If we want our energy future to be different...we must be different. Our mission is embedded in our name. We retain our treasured legacy, “GE,” in our name as an enduring and hard-earned badge of quality and ingenuity. “Ver” / “verde” signal Earth’s verdant and lush ecosystems. “Nova,” from the Latin “novus,” nods to a new, innovative era of lower carbon energy that GE Vernova will help deliver. Together, we have The Energy to Change the World. www.gevernova.com