Customer Experience Program Owner

Customer Experience Program Owner

Company: GE Vernova Location: USA (Remote) Work Model: Onsite Contract: Permanent Seniority: Mid-Level

About the Role

GE Vernova is seeking a dynamic Customer Experience (CX) Program Owner to lead and drive the end-to-end customer experience strategy across its Customer Success organization. This individual contributor role will act as the voice of the customer, shaping priorities and aligning CX initiatives to foster deeper customer loyalty, secure a competitive advantage, and create enduring value. You will build upon existing frameworks and processes, scaling and sustaining the program for long-term success within the Software and Controls Solutions (SCS) business.

Key Responsibilities

• Define and execute a comprehensive CX vision and multi-year roadmap, establishing governance and leading cross-business alignment on processes and tools.
• Define, track, and report on key CX metrics (e.g., Net Promoter Score (NPS), Customer Satisfaction (CSAT)) through dashboards and reporting frameworks.
• Serve as the voice of the customer to senior leadership, communicating CX findings, insights, and strategy to embed customer-centric decision-making.
• Design and implement CX processes, standards, and best practices, creating mechanisms for enterprise-level CX performance reporting.
• Partner cross-functionally with Quality, Commercial, Project Management, and other teams to prioritize and drive improvements.
• Build a network of CX contacts to accelerate engagement and sharing of best practices.
• Foster a customer-first culture through CX training programs and championing diverse customer perspectives.

Requirements

• Bachelor's degree from an accredited university or equivalent work experience.
• 3-5 years of experience in CX, solutions implementations, or similar customer interactions within the energy, industrial, or technology sectors.
• Demonstrated success in process design and change management principles.
• Understanding of industry CX, NPS, and CSAT standards and best practices.
• Experience with NPS or CSAT survey tools and analytics.
• Ability to influence across multiple levels of the organization and business units.
• Exceptional communication and stakeholder management skills.
• Strategic thinker with an operational mindset and a passion for customer advocacy.
• Demonstrated collaboration and cooperation with a "One Team" mindset.

What We Offer

• A great work environment, professional development, and challenging careers.
• Competitive compensation, with a pay range of $91,400.00 to $152,200.00, plus a discretionary annual bonus.
• Comprehensive benefits package including:
  • Medical, dental, vision, and prescription drug coverage.
  • Access to Health Coach from GE Vernova (24/7 nurse-based resource).
  • Employee Assistance Program (24/7 confidential assessment, counseling, and referral services).
  • GE Vernova Retirement Savings Plan (401(k) with company matching and contributions).
  • Access to Fidelity resources and financial planning consultants.
  • Tuition assistance and adoption assistance.
  • Paid parental leave, disability benefits, and life insurance.
  • 12 paid holidays and permissive time off.
• 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.

Note: This position is expected to remain open until at least June 17, 2026.