Essential Responsibilities:
Description:
As the overall lead for the GE HC China customer excellence initiative, this leader is expected to translate external customer feedback into tangible process and operational improvements that will ultimately benefit the customers. This scope will cover the ITO, OTR and Services improvement areas.

Observation:

• Understand a customer’s interaction with GE HC by paying attention to their overall end-to-end experience.
• Quantify what matters to our customers

Shape:

• Evaluate opportunity to redesign business processes from the customer’s viewpoint
• Identify digital technologies to reinvent customer journeys. This includes building a database of customer touchpoints and identifying areas for improvement, whether it’s sales interface, execution thru supply chain or after sales services

Perform:

• Align the organization (Equipment and Services organization, including enabling functions) to deliver tangible outcomes for the customers
• Establish metrics that capture customer feedback
• Drive awareness and execution of process improvements by leveraging cross commercial and functional teams

Key responsibilities include:

• Focal person to lead the resolution of Commercial CSO. KPI – reduce resolution cycle time to < 7 days.
• Focal person to lead the quarterly ITO-OTR-Services council on Commercial, Technical and Parts CSO resolution.
• Build and maintain Customer Experience Journey on a quarterly metrics.
• Facilitate discussions for China in global discussions on issue prioritization & resource allocation;
• Add insights to and drive the regional metrics to reflect customer voices and customer experiences;

Qualifications/Requirements:
Quality Specific Goals:
1. Aware of and comply with the GEHC Quality Manual, Quality Management System, Quality Management Policy, Quality Goals, and applicable laws and regulations as they apply to this job type/position
2. Identify and report any quality or compliance concerns and take immediate corrective action as required
3. Drive continuous improvement on all related processes, work instructions, and procedures to ensure ongoing standardization and simplification of the Quality Management System.

Qualifications:
1. Proven experience in influencing, leading teams and driving change results orientation
2. Minimum of 5 years experience in customer facing roles or operational roles.
3. Demonstrated strong verbal and written communication skills with demonstrated facilitation experience
4. Can-do attitude & strong advocate of lean six sigma methodology
5. Strong analytical and quantitative skills
6. Fluent working knowledge of English language (written and oral)

Preferred Qualifications:
1. Change agent with strong credibility and influence in the organization
2. Demonstrated ability to motivate others and achieve results
3. Customer-focused in defining quality and establishing priorities
4. Strong oral and written communication skills
5. Strong interpersonal and leadership skills
6. Executive level presentation skills

About Us:
GE (NYSE:GE) drives the world forward by tackling its biggest challenges. By combining world-class engineering with software and analytics, GE helps the world work more efficiently, reliably, and safely. GE people are global, diverse and dedicated, operating with the highest integrity and passion to fulfill GE’s mission and deliver for our customers. www.ge.com

Locations: China; ShangHai; Shanghai