Responsible for identifying, leading, and implementing strategic initiatives that improve customer satisfaction and customer experience across the automotive customer journey.
Responsibilities
Analyze Voice of Customer data, customer surveys, verbatims, and Mystery Shopper feedback to identify trends and improvement opportunities.
Translate customer insights into actionable recommendations that enhance customer satisfaction and loyalty.
Monitor key customer satisfaction metrics, including SSI and CSI, and prepare executive dashboards and reports.
Lead cross-functional projects focused on customer experience, process improvement, and business transformation.
Develop business cases, project plans, timelines, success metrics, and implementation strategies.
Supports the development and improvement of end-to-end customer journeys across the After‑Sales experience.
Compensation
Competitive compensation and 401k matching
Responsibilities
Evaluate the end‑to‑end After‑Sales customer journey to identify meaningful experience gaps and improvement opportunities
Analyze customer behavior, journey analytics, and voice of customer signals to uncover friction points
Synthesize insights from multiple sources including customer research, behavioral analytics, operational data, and market intelligence
Develop and maintain customer journey maps that document lifecycle stages, key moments, customer needs, pain points, and opportunity areas
Support the development of After‑Sales journey strategies by translating customer insight into clearly defined problem statements and opportunity areas
Requirements
Bachelor’s degree in marketing, business, analytics, psychology, economics, or a related discipline
Lead and advocate for customer experience within GE Vernova Wind, translating feedback into growth strategies and driving continuous improvement.
Locations (2)
Schenectady, New York, United States
United States
Compensation
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.
Responsibilities
Serve as the bridge between the enterprise EDGE customer solutions team and the Wind business
Ensure consistent application of One GE Vernova CX protocols, feedback collection methodologies, and reporting cadences
Actively participate in Hoshin Kanri process on behalf of the Wind business
Lead analysis of Wind-specific NPS and CSAT data to identify moments of truth and key drivers of customer sentiment
Translate insights into targeted improvement initiatives