Customer Experience Center - Senior Director

Job Description Summary

GE Health Care is creating a 30,000-square-foot Customer Experience Center (CEC) flagship at its Waukesha campus, scheduled to open in second half of 2027. The CEC will bring the full enterprise portfolio to life through care pathways, clinical workflows, multimodality solutions, digital and AI capabilities, software, services and lifecycle value. It is intended to be a strategic account platform - not simply a product showroom.

GE Health Care is creating a 30,000-square-foot Customer Experience Center (CEC) flagship at its Waukesha campus, scheduled to open in second half of 2027. The CEC will bring the full enterprise portfolio to life through care pathways, clinical workflows, multimodality solutions, digital and AI capabilities, software, services and lifecycle value. It is intended to be a strategic account platform - not simply a product showroom.

Reporting within Corporate Marketing, the Customer Experience Center Senior Director will be the business and program leader responsible for converting a compelling physical environment into a world-class executive briefing and customer engagement program. This leader will define and implement the operating model, build the team and governance, develop the content and customer journeys, establish measurement, and lead launch readiness. Following opening, the Senior Director will own the end-to-end CEC program and its performance.

The role will partner across Sales, Marketing, Product, Clinical, Digital, Services, IT, Site Operations, Security and Compliance to translate strategic-account objectives into personalized, clinically credible, commercially relevant and flawlessly executed experiences. Success will be reflected in customer value, opportunity progression, cross-portfolio engagement, disciplined post-visit action, reduced planning burden for sales teams, and demonstrable influence on business outcomes.

The role will partner across Sales, Marketing, Product, Clinical, Digital, Services, IT, Site Operations, Security and Compliance to translate strategic-account objectives into personalized, clinically credible, commercially relevant and flawlessly executed experiences. Success will be reflected in customer value, opportunity progression, cross-portfolio engagement, disciplined post-visit action, reduced planning burden for sales teams, and demonstrable influence on business outcomes.

The Corporate Marketing and Communications team long-term strategy identifies the CEC as one of the enterprise capabilities that will determine whether GE Health Care is perceived as a device manufacturer or as the leading precision care solutions provider. The CEC is one of the growth pillars and as a measurable enterprise-selling platform for Ge Health Care.

• Enterprise narrative made real. It is the physical proof point for GE Health Care's shift from product-led communications to outcomes-based, care-pathway storytelling across Imaging, Ultrasound, PCS, PDx, Services, and Digital.
• Direct commercial impact. Executive briefing environments are among the highest converting assets in B2B healthcare selling. This leader is accountable for CEC-influenced pipeline, deal velocity, and win-rate on strategic and enterprise accounts.
• The connected customer experience. The CEC is the physical half of a connected digital-plus-physical customer experience, integrated with , Salesforce, and omnichannel journey orchestration.
• A unifying force across SBUs. This is one of the few roles at GE Health Care that requires every strategic business unit to show up as one enterprise offering, in one room, in front of the customer.

• Team:
  This role is projected to have around 7 direct reports to begin with at opening in Mid 2027; leads a core CEC team spanning experience programming, content, and visit operations.
• Budget:
  Accountable for the CEC operating budget and annual content refresh investment; partners with Finance on the funding and measurement model.
• Key partners:
  Segment/Product Marketing, Global Markets and Regional Marketing, Sales and Strategic Accounts, Clinical and Medical Affairs,…