Job Description Summary
What impact you’ll make
The Enterprise Customer Quality Leader is responsible for driving customer quality performance, customer loyalty, and enterprise customer experience outcomes across GE Vernova's most strategic global accounts with a focus on those in Europe and Asia. The role serves as the integrator between customer feedback, operational quality, business unit performance, and executive action planning to ensure customers experience consistent, reliable, and responsive support throughout the lifecycle of their relationship with GE Vernova.
This leader develops enterprise customer health scorecards, governs customer quality metrics and major event reporting, translates Voice of Customer insights into systemic improvements, and leads cross-functional initiatives that improve customer satisfaction, operational excellence, and business performance. The role partners closely with Strategic Account Executives, Business Quality Leaders, Commercial Excellence, Product Lines, Services, and Executive Leadership to drive proactive issue resolution, reduce customer risk, and strengthen long-term customer loyalty.
Job Description
What you’ll do
Enterprise Customer Quality Leadership
- Lead the customer quality strategy for GE Vernova's Strategic Account portfolio.
- Serve as the enterprise focal point for customer quality performance and customer satisfaction.
- Represent the Voice of the Customer in executive reviews, operating mechanisms, and strategic planning discussions.
- Develop and drive enterprise standard work for customer quality governance.
Customer Health Scorecards & KPI Governance
- Design, deploy, and sustain balanced customer health scorecards across strategic accounts.
- Establish governance for customer quality metrics, including:
- Major & Reputational Events
- Cost of Poor Quality (COPQ)
- NPS & Customer Experience
- Action closure effectiveness
- Customer-specific critical-to-quality measures
- Maintain executive dashboards and account health reporting systems to identify emerging risks and improvement opportunities.
- Voice of Customer & Customer Experience Management
- Support and accountable for integration of NPS, customer feedback, strategic account reviews, and direct customer input into improvement initiatives.
- Identify systemic customer pain points and drive enterprise corrective actions.
- Coordinate closed-loop processes that ensure customer concerns are addressed, monitored, and resolved.
- Support customer recovery efforts for high-risk and strategically important accounts.
Quality Governance & Strategic Account Reviews
- Facilitate regular quality reviews with Strategic Account Executives and business leaders.
- Provide executive-level customer quality insights and risk assessments.
- Establish escalation processes for customer quality concerns crossing multiple businesses and functions.
- Support leadership decision-making through integrated customer quality narratives and analytics.
Continuous Improvement & Kaizen Leadership
- Lead enterprise Kaizen initiatives focused on customer experience, quality performance, and operational effectiveness.
- Utilize Lean methodologies and structured problem-solving tools to eliminate recurring issues.
- Drive implementation of standard work and sustainable operating mechanisms across the organization.
- Promote a culture of customer-centric continuous improvement.
Zero Defect & Quality Culture Deployment
- Champion deployment of GE Vernova's Zero Defect Framework.
- Partners with Quality Councils, Country Councils, and Business Quality organizations to ensure consistent implementation.
- Drive preventive quality strategies that reduce customer-facing defects and operational failures.
- Support enterprise quality transformation initiatives.
Cross-Functional Integration & Alignment
- Coordinate actions across Commercial, Services, Operations, Engineering, Sourcing, and Quality teams.
- Align customer quality priorities with business unit execution plans.
- Facilitate collaboration across organizational boundaries to improve customer outcomes.
- Ensure lessons learned are replicated across accounts, regions, and businesses.
What you’ll bring (Basic Qualifications)
- Bachelor’s degree in engineering, Quality, Operations, Business, or related discipline.
- Major leadership experience in Quality, Operations, Customer Experience, Commercial Excellence, or Continuous Improvement.
- Experience leading enterprise-wide initiatives across multiple business units.
- Strong analytical capabilities, including KPI development, scorecard construction, and dashboard governance.
- Experience facilitating executive-level discussions and influencing senior leadership decisions.
- Working knowledge of quality systems, corrective action methodologies, and continuous improvement tools.
What will make you stand out
- Lean Six Sigma Black Belt or Master Black Belt.
- Experience within power generation, energy, industrial manufacturing, or service organizations.
- Experience managing enterprise customer satisfaction and NPS programs.
- Experience leading global, cross-functional quality transformation initiatives.
- Familiarity with digital reporting platforms, customer analytics systems, and enterprise performance dashboards.
- Strategic thinker capable of translating customer insights into enterprise action.
- Strong executive presence and influencing skills.
- Customer-obsessed mindset with an unwavering focus on building trust and loyalty.
- Proven ability to lead through influence without direct authority.
- Skilled facilitator capable of aligning diverse stakeholders around common objectives.
- Data-driven decision maker who balances analytics with practical business judgment.
- Passion for continuous improvement and operational excellence.
- Effective communicator able to simplify complex issues for executive audiences.
- Bias for action with strong follow-through and accountability.
- Collaborative leader who builds partnerships across businesses, functions, and regions.
About GE Vernova:
GE Vernova Inc. (NYSE: GEV) is a purpose-built global energy company that includes Power, Wind, and Electrification segments and is supported by its accelerator businesses. Building on over 130 years of experience tackling the world’s challenges, GE Vernova is uniquely positioned to help lead the energy transition by continuing to electrify the world while simultaneously working to decarbonize it. GE Vernova helps customers power economies and deliver electricity that is vital to health, safety, security, and improved quality of life. GE Vernova is headquartered in Cambridge, Massachusetts, U.S., with approximately 75,000 employees across 100+ countries around the world. Supported by the Company’s purpose, The Energy to Change the World, GE Vernova technology helps deliver a more affordable, reliable, sustainable, and secure energy future. Learn more: GE Vernova and LinkedIn.
Additional Information
Relocation Assistance Provided: No
#LI-Remote - This is a remote position
