Job Description Summary
Africa Customer Experience Leader is responsible for the definition and execution of the customer satisfaction and experience programs across Africa. This role drives Customer Service Center Processes, Customer Experience and Customer Problem/Complaint Escalation Processes and Programs, FMI execution and Recall FMI linearity across Africa. It combines operational leadership, digital tool deployment, customer advocacy, training coordination, and strategic account support to ensure a seamless and impactful service experience.
Job Description
Scope & Strategic Focus
- 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.
Customer Experience & Escalation Management
- 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.
Tools & Systems Deployment
- Promote and coordinate deployment of GEHC digital CX tools (AgentX, myGEHC Experience, Genesys).
- Drive adoption and effective utilization across internal teams.
Performance Monitoring & Continuous Improvement
- 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.
Voice of the Customer
- 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.
Cross-Functional Collaboration
- 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.
Training Coordination
- 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.
Strategic Account Management
- 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.
Qualifications
- Bachelor’s degree in Business, Engineering, or related field
- 5+ years of experience in customer service operations, preferably in a regional or multi-country role
- Proven track record in escalation management and cross-functional coordination
- Strong understanding of service delivery processes and digital tools
- Excellent verbal, written and communication skills in English & Arabic
Preferred Skills
- Experience with GEHC tools (AgentX, myGEHC Experience, Genesys) is a strong advantage
- Excellent communication and stakeholder management skills
- Analytical mindset with a focus on KPIs and continuous improvement
- Ability to work independently and lead initiatives across diverse teams
Inclusion and Diversity
GE HealthCare is an Equal Opportunity Employer where inclusion matters. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status, or other characteristics protected by law.
Our total rewards are designed to fuel your ambition by providing the flexibility and support you need to turn your ideas into impactful realities. Our compensation and benefits align with what you'd expect from an organization of global reach and scale. You'll find yourself surrounded by career opportunities in a culture that fosters care, collaboration, and support.
Additional Information
