Global Head of Customer Experience

Key Responsibilities

Scope & Impact

• Global scale: 170+ countries served; multi‑billion‑dollar revenue flow and backlog exposure.
• Value chain span: Order capture (CRM/CPQ), order management (ERP/OMS), configuration & change control, date management (CSD/OTD), logistics, installation, customer acceptance, revenue recognition, and residuals closure.
• Technology ecosystem: ERP (e.g., SAP), CRM (e.g., Salesforce), service and case platforms, analytics/BI, AI/ML and automation (incl. agent‑assist and agentic AI).
• Operating model: Enterprise Center of Excellence (CoE) with global deployment, governance and continuous improvement.

Strategy, Standards & Governance

• Define a multi‑year Customer Experience strategy and blueprint for a unified, scalable O2C operating model across regions and segments.
• Establish and govern global standards (SOPs, process controls, RACIs) for order intake, configuration/change management, date stability, fulfillment, installation, customer acceptance, and revenue recognition.
• Build and chair enterprise governance for O2C performance, including policy, exception handling, and risk controls (revenue, regulatory, privacy).
• Lead change management at scale—shifting mindsets from reactive support to proactive, data‑ and AI‑driven customer success.

Digital, AI & End‑to‑End Connectivity

• Architect an integrated, AI‑enabled customer and employee experience:
• End‑to‑end journey mapping integrated with CRM, ERP/OMS, field/service platforms, and analytics to create a unified customer view.
  • Self‑service & virtual care: AI chat, knowledge automation, and sentiment/intent to deliver 24/7, personalized and proactive support.
  • Agent‑assist & agentic AI to improve productivity, accuracy, and cycle times for complex orders and escalations.
  • Define AI governance (model oversight, accuracy, bias, security, auditability) with DT/IT, Data, Legal, and Compliance.

Operational Excellence & Performance Management

• Set and manage KPIs/OKRs across the O2C value stream, including:
  • Customer: CSAT, NPS, First‑Contact Resolution (FCR), time‑to‑resolution.
  • Operations: Order accuracy, change‑order velocity, COSD date stability / OTD, installation cycle time, backlog health, residuals closure.
  • Financial: Revenue recognition timeliness, cash acceleration (DSO), cost‑to‑serve, automation rate.
• Drive Lean/Six Sigma continuous improvement, eliminating bottlenecks and waste while scaling digital/automation.
• Partner with Product, Engineering/DT, Data/Analytics, Supply Chain, Logistics, Service/Installation, and Finance to embed process and data integrity into platforms and releases.

Customer Journey, Installation & Acceptance

• Ensure seamless execution from order through installation and customer acceptance, including regulatory, radiation safety, civil works readiness, and site enablement.
• Industrialize standard work for change orders, configuration deviations, and escalations with Supply Chain & Logistics to protect dates and accuracy.
• Strengthen turnkey and hybrid delivery models; set clear readiness criteria and educate customers on realistic timelines.

Leadership, Talent & Culture

• Build and lead a high‑performing global CoE (CX design, order operations, data/analytics, AI/automation, Lean).
• Model a culture of transparency, accountability, experimentation, and continuous learning.
• Invest in leadership pipelines, role clarity (e.g., AM/PJM/PMI interfaces), and capability uplift; achieve low attrition and high engagement.

Risk, Compliance & Data Integrity

• Ensure compliance with quality/regulatory, data privacy (e.g., GDPR/CCPA), revenue policies, and audit requirements.
• Establish data standards and stewardship for master data, order/configuration accuracy, traceability, and reporting integrity.

Enterprise Influence and Change Leadership

This role requires a senior leader capable of driving meaningful change across a complex, global organization with strong regional and segment autonomy. The Global Head of Customer Experience will influence at the highest levels, mobilizing leaders and teams to act—often without direct authority.

Operating Within a Highly Matrixed Environment, This Leader Will

• Align divergent regional and segment priorities around a common customer experience agenda
• Establish clear enterprise standards while balancing local market and segment needs
• Drive consistent execution across regions, segments, and functions
• Challenge established ways of working and accelerate decision‑making
• Translate enterprise strategy into measurable customer outcomes at scale

Qualification & Requirements

The ideal candidate is a proven enterprise change leader—comfortable with ambiguity, confident influencing senior stakeholders, and relentless in driving action and accountability to deliver measurable customer impact.

What Success Looks Like (12–18 Months)

• 10–20% reduction in order cycle times and installation‑to‑acceptance lead time.
• 25–40% increase in automation (self‑service, agent‑assist, workflow) for target journeys.
• >30% reduction in residual revenue leakage; improved cash conversion (DSO).
• >15% increase in order accuracy and measurable Customer On-Site Date stability uplift; material reduction in change‑order rework.
• Deployed global SOPs with auditable adherence across regions; clear governance cadence and dashboards.

Required Qualifications & Experience

• 10+ years progressive leadership in Customer Experience / Order Operations / Supply Chain / Digital Transformation, with experience in senior global or matrixed roles.
• 3-5+ years leading AI/automation at enterprise scale (LLMs/genAI, ML, RPA, agent‑assist/agentic AI) with proven business impact.
• Demonstrated success delivering large‑scale transformation (operating model, process, and systems), including change leadership in complex, multi‑region environments.
• Deep expertise in ERP/OMS (e.g., Oracle; SAP/S/4), CRM (e.g., Salesforce), and service/case platforms; strong understanding of data & integration patterns.
• Track record turning strategy into measurable execution (KPIs & financial outcomes).
• Bachelor’s degree in Business, Engineering, Computer Science or related; MBA preferred.

Preferred Skills & Credentials

• Experience in Top‑Tier Regulated Global Organizations and SaaS/technology‑enabled environments.
• Certifications: Six Sigma Black Belt and/or CCXP.
• Knowledge of AI ethics, data governance, model risk, and privacy regulations (e.g., GDPR/CCPA).
• Familiarity with healthcare regulatory and quality environments.

Leadership Competencies

• Enterprise Influence: Operates effectively in a matrix; aligns senior stakeholders without formal authority.
• Change Catalyst: Establishes urgency, crafts a compelling narrative, and sustains adoption.
• Customer‑First Orientation: Designs with patient/customer outcomes in mind; balances experience, cost, and risk.
• Tech Fluency: Translates business outcomes into digital/AI requirements; governs responsibly.
• People & Culture Builder: Coaches for performance and growth; cultivates psychological safety and accountability.
• Analytical Rigor: Uses data to prioritize, decide, and course‑correct with speed.

Benefits

For U.S. based positions only, the pay range for this position is $200,000.00-$300,000.00 Annual. It is not typical for an individual to be hired at or near the top of the pay range and compensation decisions are dependent on the facts and circumstances of each case. The specific compensation offered to a candidate may be influenced by a variety of factors including skills, qualifications, experience and location.

In addition, this position may also be eligible to earn performance based incentive compensation, which may include cash bonus(es) and/or long term incentives (LTI). GE HealthCare offers a competitive benefits package, including not but limited to medical, dental, vision, paid time off, a 401(k) plan with employee and company contribution opportunities, life, disability, and accident insurance, and tuition reimbursement.