Customer Experience

**Job Description Summary**: The Customer Experience & Engagement Leader is responsible for strategizing and executing on service vision to improve customer experience in AKA (ASEAN, Korea, Australia & New Zealand). You will own the strategy and execution of customer experiences initiatives, ranging from first customer call up to monitoring of customer cases closure towards the end of the product lifecycle. This will require strong data analytics skill set, program management with internal stakeholders, and clear focus on instilling loyalty and improving customer experience across AKA.

GE Healthcare is a leading global medical technology and digital solutions innovator. Our mission is to improve lives in the moments that matter. 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.

**Roles and Responsibilities**
- Define & execute on communicating our Service Vision for both internal and external stakeholders
- Build collaterals on service delivery capability in each zone to communicate to customers.
- Develop customer review templates to support service delivery managers for quarterly and yearly reviews.
- Build customer testimonials and engineers moments (going above and beyond) to share across AKA
- Identify new partnership opportunities to collaborate and grow services business.
- Support operations leader in the strategic planning of parts, manpower, equipment, and other resources to improve customer experiences
- Data analysis, connecting & enhancing existing data / sources across various platforms and systems to generate customer segmentation and personas for customized communication
- Driving optimization in the processes to leverage data analytics including Power BI, Spotfire, Qualtrics, MyGEHealthcare App for all relevant service activities and customer touchpoints
- Gap analysis of customer CSAT survey, Partner with zone service team to roll out of specific customer experience enhancement program across AKA
- Keen to learn requests from customers and feed back to the development team to improve the services process, including channel partner services.
- Provide Service trainings to call centre or equivalent

**Desired Characteristics**
- Bachelor’s Degree and a minimum of 5 years of experience in Data science, Project Management, Marketing Communications, or equivalent
- In-depth understanding of key business drivers; uses this understanding to accomplish own work. In-depth understanding of how work of own team integrates with other teams and contributes to the area.
- Self-motivated, willingness to take the initiative to identify opportunities for improvement
- Experience in the healthcare / medical device industry is a plus

**Inclusion and Diversity**

GE HealthCare is an Equal Opportunity Employer where inclusion matters. 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.

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.

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**Additional Information**:
**Relocation Assistance Provided**:No