Customer Experience Leader, AFRICA

GE Healthcare

Lead strategic initiatives to elevate service center excellence across Africa.

Align processes, share best practices, and enhance agent performance visibility.

Support the Product Service GM by connecting global and regional teams across commercial, product, service, and marketing functions.

Drive escalation culture and execution, ensuring timely resolution of CSO cases.

Manage CSO cases, coordinate cross-functional resolution, maintain documentation, and ensure compliant customer communication.

Own customer experience and complaint escalation programs across Africa.

Oversee Field Modification Instructions (FMI) execution, ensuring timely closure and regulatory compliance.

Monitor long-open jobs and FMI actions to ensure resolution and satisfaction.

Maintain customer satisfaction tools with updated action plans and statuses.

Ensure process alignment and promote adherence to enhance service efficiency.

Create visibility for management and teams to drive transparency and continuous improvement.

Facilitate communication between regional and LCT teams on process changes and initiatives.

Promote and coordinate deployment of GEHC digital CX tools (AgentX, myGEHC Experience, Genesys).

Drive adoption and effective utilization across internal teams.

Own and track key service center KPIs, including productivity and operational metrics.

Lead CSAT process across Africa, ensuring consistent measurement and follow-up.

Analyze feedback and resolution times to identify improvement opportunities.

Drive continuous improvement initiatives for service and customer experience.

Represent the operational voice of the customer, translating feedback into actions.

Manage hot cases and maintain updated workflows and action plans.

Escalate concerns from surveys and customer interactions.

Partner with Parts & Fulfilment to address parts-related issues impacting CX.

Support MCTs with improvement actions and escalate critical issues.

Advocate for customers in parts-related matters to ensure visibility and resolution.

Track and coordinate EHS, quality, and technical trainings across Africa.

Collaborate with MCTs to identify training needs and ensure compliance.

Maintain training roadmaps aligned with installed base and service needs.

Ensure hyper support for strategic accounts in collaboration with MCTs.

Lead quarterly reviews focused on CX, escalations, and service delivery.

Resolve strategic account escalations and ensure visibility to leadership.

Monitor and engage proactively to protect satisfaction of high-value accounts.

Define and improve service delivery processes for strategic customers.

Advocate for CSL investments to support strategic account performance.