Job Description Summary

Reporting into the Corporate Marketing organization, the Customer Experience Center Senior Director will lead the strategy, development, and in partnership with the Global Real Estate team, the ongoing operation of the CEC. This leader will ensure the center becomes a best-in-class destination that inspires customers, accelerates the sales cycle, and strengthens GE Healthcare’s position as a trusted partner in care delivery transformation.

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Job Description

GE Healthcare is investing over $50 million to transform its Waukesha campus into a premier global hub for product development, manufacturing, and customer engagement. A cornerstone of this transformation is the creation of a state-of-the-art Customer Experience Center (CEC)—a dynamic, clinical-like environment designed to immerse customers in our innovations, showcase our enterprise solutions, and bring our brand to life.

Reporting into the Corporate Marketing organization, the Customer Experience Center Senior Director will lead the strategy, development, and in partnership with the Global Real Estate team, the ongoing operation of the CEC. This leader will ensure the center becomes a best-in-class destination that inspires customers, accelerates the sales cycle, and strengthens GE Healthcare’s position as a trusted partner in care delivery transformation.

Initially, the Customer Experience Center Senior Director will serve as a key leader within the broader transformation program, helping to shape the vision, design, and operational foundation of the CEC. This individual will work cross-functionally with product, clinical, sales, marketing, and global real estate teams to ensure the center is purpose-built to deliver world-class, future-forward customer experience.

Key focus areas during this initial phase include:

• Strategic Collaboration: Partner with internal stakeholders—including business leaders, designers, and engineers—to co-create an environment that fosters innovation, agility, and cross-functional collaboration.
• Operating Model Design: Work closely with the global real estate and facilities team to define the CEC’s operating model, including experience design requirements, end-to-end processes, and team roles and responsibilities.
• Marketing Enablement: Identify and structure the marketing resources required to operate the CEC, with a focus on delivering curated, high-impact experiences for every customer visit.
• Technology Integration: Collaborate with IT to ensure the CEC is equipped with modern, flexible infrastructure — including hardware, software, and digital platforms—to support immersive storytelling and seamless customer engagement.
• Transition Management: Lead the transition from construction to full operational readiness, ensuring a smooth, timely, and effective launch of the CEC.

Overall Key Responsibilities:

Strategic Leadership & Vision

• Define and execute the long-term vision for the CEC as a strategic marketing asset and brand experience hub.
• Ensure alignment with GE Healthcare’s clinical, product, and commercial priorities.
• Establish KPIs to measure the CEC’s impact on customer engagement, brand perception, and business outcomes.

Customer Journey & Experience Design

• Lead the development of a personalized, insight-driven visitor journey framework, including visit types, engagement touchpoints, and digital integration.
• Collaborate with sales and marketing teams to tailor each visit experience to customer personas, needs, and decision-making stages.
• Deliver a white-glove, high-impact experience that positions the CEC as a key step in the customer journey.

Brand Storytelling & Content Strategy

• Oversee the creation of immersive, customer-facing content that communicates GE Healthcare’s value proposition across care pathways (e.g., cardiology, oncology).
• Ensure storytelling is emotionally resonant, clinically relevant, and aligned with brand voice and messaging.
• Integrate physical, digital, and hybrid (“phygital”) elements to create a cohesive and engaging narrative.

Cross-Functional Collaboration

• Partner with Product Marketing, Sales, Clinical, and Digital teams to ensure the CEC reflects enterprise-wide in