Job Description SummaryReporting 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 MattersThe 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-2027The 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 Readiness- Define 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 Execution- Define 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 Development- Own 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 Integration- Design 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 ForwardThe mandate shifts from building the capability to running it at a consistently high standard and proving its commercial value.
Run the Center- Deliver 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 Impact- Drive adoption with Sales, Strategic Accounts, and Regions so the CEC becomes a standard play in enterprise pursuits - not an occasional stop.
- Continuously evolve the experience and content in step with the portfolio, NPI and launch calendar, and shifts in customer priorities.
- Report CEC performance and commercial contribution to CMC and enterprise leadership and use the data to direct investment.
- Capture customer insight generated during visits and feed it back to Segments, Regions, and Product teams as a strategic intelligence asset.
- Establish the CEC model, standards, and content approach so it can be extended to other GE HealthCare customer-facing environments globally.
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 and deal velocity, and win rate on visited accounts versus comparable non-visited accounts.
- Engagement quality: visit volume and mix against plan, executive and C-suite attendance, customer satisfaction and 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 and refresh cycle time, and delivery against budget.
QualificationsRequired- Bachelor's degree in marketing, business, communications, or a related field.
- 10+ years of progressive experience in customer experience, experiential or brand marketing, executive engagement, or commercial leadership, including significant time leading at a senior level.
- 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 or 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 to work on-site.
Preferred- Both executive briefing center leadership and MedTech or healthcare industry experience.
- Experience opening a new facility or launching a new customer-facing environment.
- Familiarity with care pathway and disease-state marketing, clinical evidence, and health system decision-making.
- Working knowledge of Salesforce and marketing technology platforms, and of attribution and 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 to it.
- Operates comfortably in ambiguity and builds structure where none exists.
- Influences without authority across strategic business units and regions.
- Balances creative and 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 and geography.
Relocation Assistance Provided: No
