Job Description Summary

In this role, the Senior Director, Customer Experience will focus on wing-to-wing customer experience and be responsible for proactive and reactive process improvements that drive customer dissatisfaction. Proactive opportunities include establishing a robust process for prioritization and differentiation of key strategic accounts when there are supply chain or resource constraints. This position is also responsible for direct leadership of the USCAN Customer Advocacy team focused on reactive customer escalations across Imaging, Ultrasound & PCS, working closely with the USCAN region commercial & delivery teams as well as global SBUs. The Senior Director will also help build out the framework for lifecycle customer governance & value management (process & communication) for large, non-standard GE-client structured partnerships working closely with National Account Executive Program Managers & Regional Service Program Managers.

Job Description

Essential Responsibilities:

• Identify & Lead customer experience process improvements. Starting with install & service to start. Identify failure modes through the CSOs but also through other means. Evaluate primary drivers and build out a strategy to improve working closely with Mfg, Order fulfillment, Global svc
• Establish a consistent process for Field Factory Future prioritization of parts & process improvements for USCAN
• Establish systemic customer focused scorecards for strategic accounts including customer VOC to help drive continuous improvement
• Continue to execute on reactive/escalations focused on problem solving, strong/consistent customer & internal communication. Ensure strong feedback loop into proactive process improvements while driving timely & professional resolution of reactive concerns.
• Function as customer advocate to internal management, maintaining cognizance of all operational & programmatic issues. Work closely with other GEHC businesses and account management teams to ensure clear communication throughout the enterprise.

Required Qualifications:

• Bachelor’s degree
• Min. of ten (10) years of increasing responsibility in Healthcare or Public and Private Partnership Projects and Operational or Service leadership roles.
• Solid business acumen & strong analytical skills with knowledge of healthcare service lines, P&L centers, balance sheets, capital & operational planning in a Healthcare setting.
• Experience in communication with all levels of internal and external customer organizations, including upper management and leading cross-functional and customer / supplier teams.
• Proven execution in managing resources, conflict resolution, problem solving, understanding of budgets and other related project management techniques
• Excellent verbal and written communication skills with ability to communicate complex business issues in a clear and concise manner.
• Proven experience anticipating challenges or roadblocks and successfully mitigating those risks while achieving desired outcomes for client and GEHC
• Willingness to travel 30%
• Legal authorization to work in the United States

Desired Characteristics

• Experience working in the Healthcare industry including interaction with hospital administration (i.e. account management, relationship-building experience)
• Experience in client-facing role such as consulting, project management, or process improvement (Six Sigma/ LEAN) while serving as advocate for client’s needs
• GE Healthcare Diagnostic Imaging & Clinical Services experience
• Experience working in a highly-matrixes environment, effectively influencing and persuading others to achieve GEHC goals defined in client growth strategy
• Experience working with GEHC products and servicing

The salary range for this position is $148,000.00 - 185,000.00 - 222,000.00 USD Annual. The specific salary offered to a candidate may be influenced by a variety of factors including the candidate’s experience, their education, and the work location. In addition, this position is eligible for a performance bonus. Available benefits include health, welfare, retirement and paid leave.

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 you’d expect from an organization with global strength and scale, and you’ll be surrounded by career opportunities in a culture that fosters care, collaboration and support.

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.

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Additional Information