Customer Experience Center - Senior Director
Customer Experience Center - Senior Director
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Job Description
Job Description Summary
Reporting into the Corporate Marketing organization the Customer Experience Center Senior Director will lead the strategy development and in partnership with the Global Real Estate team the ongoing operation of the CEC. This leader will ensure the center becomes a best-in-class destination that inspires customers accelerates the sales cycle and strengthens GE Healthcares position as a trusted partner in care delivery transformation.GE HealthCare is a leading global medical technology and digital solutions innovator. Our purpose is to create a world where healthcare has no limits. Unlock your ambition turn ideas into world-changing realities and join an organization where every voice makes a difference and every difference builds a healthier world.
Job Description
GE Healthcare is investing over $50 million to transform its Waukesha campus into a premier global hub for product development manufacturing and customer engagement. A cornerstone of this transformation is the creation of a state-of-the-artCustomer Experience Center (CEC)a dynamic clinical-like environment designed to immerse customers in our innovations showcase our enterprise solutions and bring our brand to life.
Reporting into theCorporate Marketing organization theCustomer Experience Center Senior Directorwill lead the strategy development and in partnership with the Global Real Estate team the ongoing operation of the CEC. This leader will ensure the center becomes abest-in-class destinationthat inspires customers accelerates the sales cycle and strengthens GE Healthcares position as a trusted partner in care delivery transformation.
Initially the Customer Experience Center Senior Director will serve as a key leader within the broader transformation program helping to shape the vision design and operational foundation of the CEC. This individual will work cross-functionally with product clinical sales marketing and global real estate teams to ensure the center is purpose-built to deliver world-class future-forward customer experience.
Key focus areas during this initial phase include:
- Strategic Collaboration: Partner with internal stakeholdersincluding business leaders designers and engineersto co-create an environment that fosters innovation agility and cross-functional collaboration.
- Operating Model Design: Work closely with the global real estate and facilities team to define the CECs operating model including experience design requirements end-to-end processes and team roles and responsibilities.
- Marketing Enablement: Identify and structure the marketing resources required to operate the CEC with a focus on delivering curated high-impact experiences for every customer visit.
- Technology Integration: Collaborate with IT to ensure the CEC is equipped with modern flexible infrastructure including hardware software and digital platformsto support immersive storytelling and seamless customer engagement.
- Transition Management: Lead the transition from construction to full operational readiness ensuring a smooth timely and effective launch of the CEC.
Overall Key Responsibilities:
Strategic Leadership & Vision
- Define and execute the long-term vision for the CEC as a strategic marketing asset and brand experience hub.
- Ensure alignment with GE Healthcares clinical product and commercial priorities.
- Establish KPIs to measure the CECs impact on customer engagement brand perception and business outcomes.
Customer Journey & Experience Design
- Lead the development of apersonalized insight-driven visitor journey framework including visit types engagement touchpoints and digital integration.
- Collaborate with sales and marketing teams to tailor each visit experience to customer personas needs and decision-making stages.
- Deliver awhite-glove high-impact experiencethat positions the CEC as a key step in the customer journey.
Brand Storytelling & Content Strategy
- Oversee the creation of immersive customer-facing content that communicates GE Healthcares value proposition across care pathways (e.g. cardiology oncology).
- Ensure storytelling is emotionally resonant clinically relevant and aligned with brand voice and messaging.
- Integrate physical digital and hybrid (phygital) elements to create a cohesive and engaging narrative.
Cross-Functional Collaboration
- Partner with Product Marketing Sales Clinical and Digital teams to ensure the CEC reflects enterprise-wide innovation and customer-centricity.
- Collaborate with Global Real Estate and IT to ensure the space is equipped with scalable modern infrastructure that supports evolving experience needs.
- Act as a unifying force across Strategic Business Units (SBUs) ensuring cohesive representation of Imaging Ultrasound PCS PDX Services and Digital.
Operational Excellence
- Lead the transition from construction to full operation including staffing training and process development.
- Define the operating model roles and responsibilities and resource structure required to deliver seamless high-quality experiences.
- Continuously optimize operations based on customer feedback performance metrics and evolving business needs.
Required Qualifications:
- Bachelors degree in marketing business communications or related field.
- 10 years of experience in customer experience experiential marketing brand environments or commercial leadership roles.
- Proven track record of leading cross-functional teams to deliver high-impact customer engagement programs.
- Strong understanding of customer journey mapping persona development and content strategy.
- Excellent communication storytelling and stakeholder management skills.
- Ability to manage complex programs prioritize effectively and deliver results in a matrixed environment.
Desired Skillsets:
- Experience designing or managing customer experience centers innovation labs or executive briefing centers.
- Familiarity with healthcare industry trends clinical workflows and customer challenges.
- Knowledge of GE Healthcares product portfolio and care pathway strategies.
- Experience with digital engagement platforms AV/display technologies and hybrid experience design.
- Understanding of brand strategy campaign integration and marketing analytics.
Quality & Compliance:
- Comply with GE Healthcares Quality Manual Management System and applicable regulations.
- Complete all required training within defined timelines.
- Proactively identify and report any quality or compliance concerns.
We expect all employees to live and breathe our behaviors: to act with humility and build trust; lead with transparency; deliver with focus and drive ownership always with unyielding integrity.
Our total rewards are designed to unlock your ambition by giving you the boost and flexibility you need to turn your ideas into world-changing realities. Our salary and benefits are everything youd expect from an organization with global strength and scale and youll be surrounded by career opportunities in a culture that fosters care collaboration and support.
GE HealthCare offers a great work environment professional development challenging careers and competitive compensation. GE HealthCare is anEqual 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 HealthCare 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).
While GE HealthCare does not currently require U.S. employees to be vaccinated against COVID-19 some GE HealthCare customers have vaccination mandates that may apply to certain GE HealthCare employees.
Relocation Assistance Provided: Yes
Required Experience:
Exec
Employment Type
Full-Time
