GE Appliances, a Haier company Senior Director, Ownership Experience in Louisville, Kentucky
USA, Louisville, KY
Job Posting Title
Senior Director, Ownership Experience
The purpose of the GE Appliances Senior Director, Ownership Experience role is to optimize consumer loyalty and advocacy, accelerate digital transformation by imprinting consumer-centric principles on all initiatives and across all consumer touchpoints. The Senior Director, Ownership Experience will be responsible for mapping out the future state of the owner journey, which includes leading, monitoring and ensuring execution of the owner experience Initiative plan.
We are looking for an all-around executive that is strategic, curious, creative, and passionate about crafting and delivering an exceptional owner experience. In addition, we seek someone that can communicate quickly and crisply, analyze & synthesize complex data, and partner with various teams and departments to successfully guide and act upon ideas and effectively communicate with company senior management to define strategy, work plans, and results of new initiatives. The successful candidate will bring an owner-centric, future-oriented, and commercial mindset to improved consumer experience.
What you will Do
Own continued development and implementation of the ownership strategy and roadmap including delivery of key milestones, metrics and winning concepts including subsequent marketing and communication plans to translate into the broader business transformation. Success measures should include key deliverables that ultimately significantly improve the consumer repurchase rate.
Develop plans that include long term investments in innovation & technology that will support transformative projects.
Oversee project implementations to ensure foundational infrastructure updates are completed, process enhancements are made to provide:
An effortless consumer experience, and
Platforms that ensure that we know the owner better than anyone in the industry
Optimize the usage of the Medallia consumer feedback tool and set up a dashboard that tracks and measures the consumer experience at all touchpoints. Drive project priority and improvement plans based on Medallia findings.
Deliver innovations that delight and anticipate the needs of the owner. Help drive adoption of connected products and expand the service diagnostics capabilities.
Drive an employee cultural transformation where the owner is boss and all ownership priorities link to our business purpose.
Partner with the Marketing Leader responsible driving ongoing consumer relationships via CRM, digital tools and development of a loyalty program.
What you need to Succeed
Bachelor’s degree with 10+ years of Customer/ Consumer Experience Transformation
Strong executive leadership experience with demonstrable results and successes
Proven success developing strategy, creating a program, building project teams, implementing large-scale customer experience programs, and managing/improving customer experience programs across a large enterprise organization
Experience and comfortability working with all levels of leadership, decision makers, stakeholders, and external entities
Ability to influence an organization toward a unified goal and objective and being a change agent
Established track record of executing on high-priority projects and improving operational performance
Experience proving problem-solving skills and the ability to analyze processes and information
CX product/industry/technical acumen a plus
MBA or M.S. preferred
Prior experience managing external vendors
Working conditions are normal for an office environment.
30% travel required for domestic to customer sites/ plants, etc.
GE Appliances is an Equal Opportunity Employer. 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.