Customer Experience Center - Senior Director

About the Role

Key Responsibilities

• Define and execute the long-term vision for the CEC as a strategic marketing asset and brand experience hub.
• Ensure alignment of the CEC with GE Healthcare's clinical, product, and commercial priorities.
• Establish KPIs to measure the CEC's impact on customer engagement, brand perception, and business outcomes.
• Lead the development of a personalized, 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.
• Oversee the creation of immersive, customer-facing content that communicates GE Healthcare's value proposition across care pathways.
• Ensure storytelling is emotionally resonant, clinically relevant, and aligned with brand voice and messaging.
• Integrate physical, digital, and hybrid elements to create a cohesive and engaging narrative.
• 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.
• Lead the transition from construction to full operation, including staffing, training, and process development.
• Define the operating model, roles, responsibilities, and resource structure for seamless, high-quality experiences.
• Continuously optimize operations based on customer feedback, performance metrics, and evolving business needs.

Requirements

• Bachelor's 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.

Nice to Have

• 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 Healthcare's 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.

Qualifications

• Formal educational background including a bachelor's degree in relevant fields.

Benefits & Perks

• Competitive salary and benefits package.
• Relocation assistance provided.
• Work environment that fosters care, collaboration, and support.
• Opportunities for professional development and challenging careers.