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Job Details

GM Global Customer Experience

Company name
General Electric Company

Location
Barrington, IL, United States

Employment Type
Full-Time

Posted on
Feb 15,2019

Valid Through
May 31,2019

Apply for this job






Profile

Role Summary:

In this role, the Customer Experience Executive will drive GSC strategic priority of being customer centric. This person will help various organizations understand and prioritize the customer perspective, as well as level of risk using data, analytics, and qualitative information. This role will need to ensure that quality is scored how the customer does so with a focus on customer experience, not statistical measures of quality or cost of quality.

Essential Responsibilities:

• Own post-installation customer satisfaction survey and processes to ensure corrective actions and closure with customers.

• Strong/close link to regional quality leaders as a window into global customer experience and a channel for identification and resolution of systemic issues.

• Drive on-time installation initiative.

• Establish VOC/VOF (Field) listening/feedback mechanisms to define and maintain “true north” and understand pain points and progress.

• “Installation CSO” resolution. Establish and maintain a “help” escalation channel for installations similar to mechanisms in sales, service, and engineering. Ensure quick response on hot issues.

• Identify through data capture (and with help from our digital/analytics team) field issues and trends pointing toward customer experience risk (e.g. excessive installation cycle time, install projects started but not completed, high part consumption/GIQ’s, etc.)

• Lead Quality and Customer Experience data, analytics and tools team, providing support to global project management teams, channel partners, and GSC quality team.

• Integrate across service, commercial and central customer experience functions to ensure coordinated and aligned approach to customer satisfaction initiatives.

Qualifications/Requirements:

Qualifications/Requirements

•Bachelor’s Degree or equivalent education

•10 years of Commercial, Customer service or other customer centric leadership experience

•A record of proven results through leadership of cross functional teams

Desired Characteristics:

•In depth knowledge of the Global Supply Chain and/or Service operations

•Proven mentoring and coaching abilities, demonstrated ability to motivate and inspire others

•Clear thinker: Simplifying strategy into specific actions with clear accountabilities, making decisions with speed & accuracy based on best information and communicating priorities clearly & concisely.

•Inclusive Leadership: energizing others, providing feedback and coaching to help develop others

•Demonstrated ability to successfully collaborate globally to forge successful working relationships leading to improved business outcomes.

•Change agent with energy, passion and enthusiasm to drive change

•Strong sense of urgency with a demonstrated track record of meeting commitments

•Strongly compliance driven.

•Experience with managing multiple projects, developing and monitoring project timelines and project budgets

• Must be willing and able to work out of the Marlborough, MA facility.

• Must be willing and able to travel both domestically and internationally

About Us:

GE (NYSE:GE) drives the world forward by tackling its biggest challenges. By combining world-class engineering with software and analytics, GE helps the world work more efficiently, reliably, and safely. GE people are global, diverse and dedicated, operating with the highest integrity and passion to fulfill GE’s mission and deliver for our customers. www.ge.com

GE offers a great work environment, professional development, challenging careers, and competitive compensation. GE is an Equal Opportunity Employer at http://www.ge.com/sites/default/files/15-000845 EEO combined.pdf . Employment decisions are made without regard to race, color, religion, national or ethnic origin, gender (including pregnancy), sexual orientation, gender identity or expression, age, disability, veteran status or any other characteristics protected by law.

Locations: United States; Illinois; Chicago

GE will only employ those who are legally authorized to work in the United States for this opening.

Company info

General Electric Company
Website : http://www.ge.com

Company Profile
GE {NYSE: GE} works on things that matter. The best people and the best technologies taking on the toughest challenges. Finding solutions in energy, health and home, transportation and finance. Building, powering, moving and curing the world. Not just imagining. Doing. GE works.

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