Customer Experience Center - Senior Director

About the Role

The Customer Experience Center (CEC) Senior Director will lead the transformation of GE HealthCare’s new 30,000-square-foot Customer Experience Center flagship at the Waukesha campus—scheduled to open in the second half of 2027—into a world-class executive briefing and customer engagement program. Reporting within Corporate Marketing, this role is responsible for defining and implementing the operating model, building the team and governance, developing content and customer journeys, establishing measurement, and ensuring launch readiness. Post-opening, the Senior Director will own the end-to-end CEC program and its performance.

The role partners across Sales, Marketing, Product, Clinical, Digital, Services, IT, Site Operations, Security, and Compliance to deliver personalized, clinically credible, and commercially relevant experiences that drive customer value, opportunity progression, cross-portfolio engagement, and measurable business outcomes.

Why This Role Matters

• Enterprise narrative made real: The CEC serves as the physical proof point for GE HealthCare’s shift from product-led communications to outcomes-based, care-pathway storytelling across Imaging, Ultrasound, Patient Care Solutions (PCS), Pharmaceutical Diagnostics (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 rates on strategic and enterprise accounts.
• The connected customer experience: The CEC integrates with GEHC.com, Salesforce, and omnichannel journey orchestration as the physical half of a digital-plus-physical customer experience.
• A unifying force across SBUs: This role requires collaboration across all strategic business units to present a unified enterprise offering to customers.

Scope and Working Relationships

• Team: Leads a core CEC team of ~7 direct reports at opening (mid-2027), spanning experience programming, content, and visit operations.
• Budget: Accountable for the CEC operating budget and annual content refresh investment; partners with Finance on funding and measurement models.
• 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/policy visitors, partners, and internal leadership.

Responsibilities

Phase 1 — Pre-Opening: Now through Mid-2027

Operating Program Design and Launch Readiness

• Define and stand up the CEC operating model, including visit request intake, qualification/prioritization criteria, scheduling, briefing preparation, host/presenter model, day-of execution, and post-visit follow-up.
• Build the CEC playbook and standard work, including roles/responsibilities, service-level expectations, escalation paths, and quality standards for every visit type.
• Define the staffing model; hire, onboard, and train the core team and extended network of internal hosts, presenters, and clinical experts.
• Establish governance with Corporate Marketing & Communications (CMC), Segments, and Regions for content prioritization, approval, refresh, and retirement.
• Partner with Finance and CMC leadership to finalize the CEC funding, chargeback model, and measurement framework before opening.

Experience Definition, Design, and Execution

• Define the portfolio of experiences (e.g., executive briefings, clinical immersions, enterprise account workshops, launch/NPI showcases, partner/policy visits, internal enablement) with clear purposes and outcomes.
• Translate architectural design into experience choreography, including zone-by-zone narrative, flow, dwell time, interaction models, and storytelling moments.
• Direct experiential design partners/agencies to deliver physical, digital, and hybrid ("phygital") elements aligned with narrative, budget, and schedule.
• Run pilot and dry-run visits; refine based on customer and field feedback before go-live.

Content Development

• Own the CEC content strategy and build the initial content library, including care-pathway/disease-state storylines, clinical evidence, customer stories, demonstrations, films, and interactive/immersive assets.
• Collaborate with Segment/Product Marketing, Clinical, and Medical Affairs to ensure content is clinically credible, evidence-backed, and regulatory/compliance-approved.
• Ensure content is modular, reusable, and connected to the enterprise Digital Asset Management (DAM) and content supply chain.
• Establish a content refresh cadence and budget to prevent obsolescence.

Journey Development and Systems Integration

• Design the end-to-end visitor journey framework (pre-visit, on-site, post-visit) mapped to customer personas and buying stages.
• Integrate the CEC into Salesforce and the marketing technology stack to capture visits, attendees, content consumed, and outcomes tied to opportunities.
• Connect the CEC to the omnichannel journey (e.g., GEHC.com, campaigns) to position visits as steps in continuous relationships.
• Partner with IT/AV to confirm technology supports intended experiences and define the live-visit support model.

Phase 2 — Post-Opening: Mid-2027 Forward

Run the Center

• Deliver a reliable, white-glove experience at scale across a growing volume of visits, maintaining consistent quality regardless of host, audience, or visit type.
• Manage day-to-day operations, including calendar/capacity, demand prioritization, hospitality/logistics, staffing, vendors, and budget.
• Maintain technology, demonstration, and clinical environments in partnership with IT, Service, and Global Real Estate.

Grow the Impact

• Drive adoption with Sales, Strategic Accounts, and Regions to make the CEC a standard play in enterprise pursuits.
• Continuously evolve experiences and content in sync with the portfolio, NPI/launch calendar, and customer priorities.
• Report CEC performance and commercial contribution to CMC and enterprise leadership; use data to direct investment.
• Capture customer insights from visits and feed them back to Segments, Regions, and Product teams as strategic intelligence.
• Establish the CEC model, standards, and content approach for potential global expansion.

How Success Will Be Measured

• Opening readiness: CEC opens on schedule in mid-2027 with the full operating program, trained team, content library, and journey framework live.
• Commercial contribution: CEC-influenced pipeline, opportunity progression, deal velocity, and win rates on visited accounts vs. non-visited accounts.
• Engagement quality: Visit volume/mix against plan, executive/C-suite attendance, customer satisfaction/NPS, and post-visit follow-through rates.
• Brand impact: Movement in solutions-provider, trusted-partner, and innovation perception among visited accounts.
• Operating discipline: Cost per visit, content reuse/refresh cycle time, and delivery against budget.

Requirements

• Bachelor’s degree in marketing, business, communications, or a related field.
• 10+ years of progressive experience in customer experience, experiential/brand marketing, executive engagement, or commercial leadership, including senior-level leadership.
• At least one of the following:
  • Direct experience leading or building an executive briefing center, customer experience center, innovation lab, or comparable flagship B2B customer engagement environment; or
  • Senior marketing/commercial experience in MedTech, medical devices, diagnostics, or healthcare technology, with demonstrated fluency in clinical workflows and health system buying dynamics.
• Proven track record of building a capability from the ground up—designing the operating model, hiring the team, and launching on a fixed date.
• Demonstrated ability to lead cross-functional teams and deliver high-impact customer engagement programs in a large, matrixed organization.
• Strong command of customer journey mapping, persona development, and content strategy.
• Exceptional communication, storytelling, and executive stakeholder management skills, including comfort in front of C-suite customers.
• Ability to manage complex programs and budgets, prioritize decisively, and deliver results under a public deadline.
• Willingness to be based in the Milwaukee/Waukesha area and work on-site.

Preferred Qualifications

• Both executive briefing center leadership and MedTech/healthcare industry experience.
• Experience opening a new facility or launching a new customer-facing environment.
• Familiarity with care pathway/disease-state marketing, clinical evidence, and health system decision-making.
• Working knowledge of Salesforce, marketing technology platforms, and attribution/measurement for engagement programs.
• Experience with AV, display, and immersive technologies and hybrid experience design.
• Experience managing experiential agencies and design partners.
• Global or multi-region customer engagement experience.

Leadership Attributes

• Sets an ambitious standard for customer experience and holds the organization accountable.
• Operates comfortably in ambiguity and builds structure where none exists.
• Influences without authority across strategic business units and regions.
• Balances creative/experiential judgment with commercial and operational rigor.

Quality and Compliance

• Comply with GE HealthCare’s Quality Manual, Quality Management System, and all applicable regulatory requirements.
• Complete all required training within defined timelines.
• Proactively identify, document, and report any quality or compliance concerns.
• Ensure all customer-facing content and demonstrations meet regulatory, clinical, and legal approval requirements for each audience.