Customer Experience Center - Senior Director

Job description

Job Description SummaryGE HealthCare 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. Job DescriptionThe 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. Why This Role Matters The Corporate Marketing and Communications team long-term strategy identifies the CEC as one of the enterprise capabilities that will determine whether GE HealthCare 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 HealthCare. Enterprise narrative made real. It is the physical proof point for GE HealthCare'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 GEHC.com, Salesforce, and omnichannel journey orchestration. A unifying force across SBUs. This is one of the few roles at GE HealthCare that requires every strategic business unit to show up as one enterprise offering, in one room, in front of the customer. Scope and Working Relationships 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, Digital and MarTech, Global Real Estate & Facilities, IT/AV, Communications, and Legal/Regulatory. Audience: Hosts executive-level customer delegations, health system C-suites, government and policy visitors, partners, and internal leadership audiences. Phase 1 — Pre-Opening: Now through Mid-2027 The mandate in this phase is to convert a finished space into a functioning experience program with content, journeys, staffing, systems, and governance ready on day one. Operating Program Design and Launch ReadinessDefine and stand up the CEC operating model end to end: visit request intake, qualification and prioritization criteria, scheduling, briefing preparation, host and presenter model, day-of execution, and post-visit follow-up. Build the CEC playbook and standard work: roles and responsibilities, service-level expectations, escalation paths, and quality standards for every visit type. Define the staffing model and hire, onboard, and train the core team and the extended network of internal hosts, presenters, and clinical experts. Establish the governance model with CMC, Segments, and Regions — including how content is prioritized, approved, refreshed, and retired. Partner with Finance and CMC leadership to finalize the CEC funding and chargeback model and the measurement framework before opening. Experience Definition, Design, and ExecutionDefine the portfolio of experiences the CEC will deliver — executive briefings, clinical immersions, enterprise account workshops, launch and NPI showcases, partner and policy visits, and internal enablement — with a clear purpose and outcome for each. Translate the completed architectural design into experience choreography: zone-by-zone narrative, flow, dwell time, interaction models, and the moments that carry the story. Direct the experiential design partners and agencies delivering the physical, digital, and hybrid ("phygital") elements, holding them to the narrative and to budget and schedule. Run pilot and dry-run visits ahead of opening; refine based on customer and field feedback before go-live. Content DevelopmentOwn the CEC content strategy and build the initial content library: care-pathway and disease-state storylines, clinical evidence and outcomes proof, customer stories, demonstrations, films, and interactive and immersive assets. Work with Segment and Product Marketing, Clinical, and Medical Affairs to ensure every claim is clinically credible, evidence-backed, and regulatory- and compliance-approved. Ensure the content is modular and reusable — assembled by persona, care pathway, and account rather than rebuilt visit by visit — and connected to the enterprise DAM and content supply chain. Establish the content refresh cadence and budget so the CEC does not age out within a year of opening. Journey Development and Systems IntegrationDesign the end-to-end visitor journey framework — pre-visit discovery and preparation, on-site experience, and structured post-visit follow-up — mapped to customer personas and buying stages. Integrate the CEC into Salesforce and the marketing technology stack so visits, attendees, content consumed, and outcomes are captured and attributable to opportunities. Connect the CEC to the wider omnichannel journey, including GEHC.com and campaign and launch activity, so a visit is a step in a continuous relationship rather than a one-off event. Partner with IT and AV to confirm the installed technology supports the intended experiences, and define the support model for live visits. Phase 2 — Post-Opening: Mid-2027 Forward The mandate shifts from building the capability to running it at a consistently high standard and proving its commercial value. Run the CenterDeliver a reliable, white-glove experience on a scale across a growing volume of visits, with consistent quality regardless of host, audience, or visit type. Manage day-to-day operations, calendar and capacity, demand prioritization, hospitality and logistics, staffing, vendors, and budget. Maintain the technology, demonstration, and clinical environments in partnership with IT, Service, and Global Real Estate. Grow the ImpactDrive adoption with Sales, Strategic Accounts, and Regions so the CEC becomes a standard play in enterprise pursuits —