Enterprise Customer Experience Director

Driving Enterprise Customer-Centric Transformation Through Insights, Strategy, and Operational Excellence

Transforming Baker Hughes’ ways of working to elevate the end‑to‑end customer journey

Partner with the best

Baker Hughes is a global energy technology company operating in more than 120 countries. As the industry accelerates toward net‑zero by 2050, the Growth & Experience organization plays a pivotal role in enabling strategic positioning and profitable growth by embedding customer experience (CX) at the heart of how Baker Hughes operates. This team focuses on enterprise-wide transformation, helping the business understand customer needs, enhance the full customer lifecycle, and unlock business value across core and emerging markets.

Fuel your passion

The Enterprise Customer Experience Director leads the development, activation, and governance of Baker Hughes’ customer experience transformation across the enterprise. This high-impact leadership role ensures that customer voice, insights, and expectations are deeply integrated into business decision-making, operating mechanisms, and long-term strategic planning. By enabling consistent CX standards, driving enterprise alignment, and representing the customer lens at senior leadership forums, this role advances critical transformation efforts that strengthen competitiveness, customer loyalty, and business performance.

As an Enterprise Customer Experience Director, you will be responsible for:

• Gathering customer experience requirements using best-in-class voice of customer (VOC) methodologies and representing VOC insights within CEO/ELT and other executive forums.

• Leveraging customer insights and CX expertise to develop the enterprise CX transformation strategy and roadmap.

• Leading enterprise-wide CX roadmap implementation and managing program governance across multiple business units.

• Measuring CX program effectiveness by assessing operational, experiential, and financial impacts across product lines.

• Driving development and maturity of CX capabilities across Enterprise and Business teams.

• Representing the customer perspective in leadership discussions and strategic decision-making.

• Leading development and maintenance of CX standards, operating principles, and governance routines to resolve cross-functional experience tradeoffs.

• Ensuring strong adoption of CX standards, tools, and best practices across the global organization.

To be successful in this role, you will:

• Bring 10+ years of experience leading customer experience transformation, operating model optimization, or strategic consulting—preferably within the energy sector.

• Demonstrate success influencing and leading in complex global matrix organizations.

• Possess strong leadership, communication, and presentation skills, with the ability to simplify complex content for diverse audiences.

• Have a proven ability to anticipate customer needs, uncover drivers, and translate insights into enterprise-level actions.

• Exhibit strong problem‑solving skills with a track record of ownership, execution, and delivering measurable results.

• Hold a Master's degree, preferably in business, mathematics, engineering, or related fields.

Work in a way that works for you

We recognize that how people work best varies from person to person. In this role, working patterns may include flexibility where appropriate; however, given the global and collaborative nature of this position, coordination across multiple time zones and periodic in-person collaboration is required.

Working with us

Our people are the heart of Baker Hughes. We are committed to developing leaders at every level, fostering an inclusive culture, and creating an environment where individuals bring their authentic selves to work. We invest in well-being, capability-building, and career growth across our global workforce.

Working for you

Our inventions have transformed the energy landscape for over a century, and we continue to push boundaries and innovate for tomorrow. We reward those who drive impact, embrace change, and help shape the future. You can expect:

• Contemporary work–life balance programs and well-being initiatives

• Comprehensive private medical care options

• Life insurance and disability coverage

• Tailored financial programs

• Additional elective or voluntary benefits

Eligibility Requirements

• Ability to work effectively across global time zones

• Ability to travel domestically and internationally as required

You will be eligible to participate in Company-sponsored benefit programs, including health & welfare programs and the Thrift Plan (401k). You will have a choice of coverage options that best suit your needs. Coverage options and contribution amounts are related to your benefit elections, base salary level, and specific requirements of each of these plans.

This position is eligible for our comprehensive and competitive benefits package, which can be found here, and is further eligible for additional forms of compensation such as bonuses subject to the terms of the applicable benefit plans or policies.

 

 

The Baker Hughes internal title for this role is: Business Management Director - Business Operations