Job Description

Roles and Responsibilities:

• Work directly with workstream and product leaders to integrate event-based voice of customer into actionable outcomes related to enhancements, communication, training, and other opportunities.
• Lead, execute, and recommend short and long-term research activities.
• Experience writing and managing standard operating procedures.
• Lead the creation of research artifacts, findings, reports, and recommendations to stakeholders related to event-based voice of customer.
• Provide leadership, research guidance, and mentorship to team members. Provide coaching on voice of customer synthesis and collection techniques.
• Lead constructive research planning and standard operational procedure critiques.
• Influence service and product groups by proposing design or product solutions based on research and synthesis outcomes.
• Select and use appropriate design research methods to address service and product opportunities.
• Plan and conduct interview sessions with users and stakeholders, including executives.
• Research and evaluate emerging design, technology, and industry trends.

Basic Qualifications:

For US Candidates Only:

• Bachelor’s degree from an accredited university or college with a minimum of 4 years of professional experience OR Associates degree with a minimum of 7 years of professional experience OR High School Diploma with a minimum of 9 years of professional experience.
• Minimum 3 years of professional experience in User Experience.
• Note: Military experience is equivalent to professional experience.

For Hungary Candidates Only:

College Degree

Must have Strong experience in User Experience.

Desired Skills:

• 5+ years of experience in complex environments, working within a services organization dealing with voice of customer collection across custom and third-party applications.
• Collecting and synthesizing at scale event-based voice of customer sentiment collected through multiple mediums and partnering with service and product leadership to place into roadmaps.
• Experience with Lean methodology.
• Discovery Research experience – mapping and understanding the ecosystem that users interact with. Experience with envisioning a whole space inclusive of people, process, and technology.
• Experience setting metrics to provide meaningful changes to support the end-users.
• Proven successful relationship management within complex ecosystems (e.g., multiple data streams, silos, conflicting goals, knowledge/experience gaps).
• Experience communicating poor end-user experience, impacts to business outcomes, and areas to focus on opportunities to senior leadership.

Technical Expertise:

• Experience conducting qualitative and quantitative research activities at scale.
• Experience leading the creation and communication of research artifacts, findings, reports, and recommendations to stakeholders.
• Experience developing research plans, standard operating procedures, surveys, and interviewing.
• Experience being end-user facing and building trust and rapport with the users.
• High attention to detail - extremely strong written and verbal communication skills.
• Understanding of Lean methodologies.

Business Acumen:

• Ability to create, analyze, and manage projects that provide direct business benefit.
• Demonstrates detailed knowledge of business operations and strategic direction.
• Sees patterns within industry issues. Demonstrates how UX provides solutions for internal/external customer challenges.
• Ability to take various stakeholders through qualitative and quantitative voice of customer data to frame a project.

Leadership:

• Experience using root cause analysis to identify, correct, and/or eliminate the causes of problems as well as the problem itself.
• Ability to keep participants focused on task and end process, ensuring full participation.
• Demonstrated active listening skills and the ability to diffuse tense collaboration and decision-making situations in teams.

Additional Information for Candidates in US:

The base pay range for this position is $110,700-$184,600 USD. The specific pay offered may be influenced by a variety of factors, including the candidate’s experience, education, and skill set. This position is also eligible for an annual discretionary bonus based on a percentage of your base salary/ commission based on the plan. This posting is expected to close on February 26nd, 2025.

Healthcare benefits include medical, dental, vision, and prescription drug coverage; access to a Health Coach, a 24/7 nurse-based resource; and access to the Employee Assistance Program, providing 24/7 confidential assessment, counseling and referral services. Retirement benefits include the GE Retirement Savings Plan, a tax-advantaged 401(k) savings opportunity with company matching contributions and company retirement contributions, as well as access to Fidelity resources and planning consultants. Other benefits include tuition assistance, adoption assistance, paid parental leave, disability insurance, life insurance, and paid time-off for vacation or illness. 

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General Electric Company, Ropcor, Inc., their successors, and in some cases their affiliates, each sponsor certain employee benefit plans or programs (i.e., is a “Sponsor”). Each Sponsor reserves the right to terminate, amend, suspend, replace, or modify its benefit plans and programs at any time and for any reason, in its sole discretion. No individual has a vested right to any benefit under a Sponsor’s welfare benefit plan or program. This document does not create a contract of employment with any individual.

Additional Job Description

Additional Information

Compensation Grade

LPB1

GE Aerospace offers a great work environment, professional development, challenging careers, and competitive compensation. GE Aerospace is an Equal Opportunities Employer. 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.

GE Aerospace will only employ those who are legally authorized to work in the United States for this opening.

Relocation Assistance Provided: No