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Senior Vice President of Customer Engagement

2 months ago

Framingham, Massachusetts, United States Bose Full time

At Bose, we understand the significance of sound in our lives. For nearly six decades, we have been dedicated to enhancing auditory experiences, believing that sound is a transformative force. Our Marketing team is composed of enthusiastic, daring, and music-loving storytellers who connect the essence of Bose with those who share our passion for exceptional sound.

Position Overview

We are in search of a dedicated and seasoned leader in Customer Experience (CX) to advocate for a customer-focused ethos throughout the organization. This pivotal role will be crucial in shaping and executing the company's CX vision and strategy, ensuring outstanding experiences at every stage of the customer journey. As a vital member of the global leadership team, you will work closely with Direct-to-Consumer (DTC), Marketing Creative, Brand Strategy, Product Management, Development, and other essential partners to create a cohesive and consistent customer experience that fosters brand loyalty and drives business success.

Key Responsibilities:

Establish and Own the CX Vision & Strategy:

  • Define the optimal customer experience across all channels, including web, email/SMS, app, in-store, and product interactions.
  • Develop a comprehensive strategy that aligns with brand and business goals, prioritizing customer needs at every touchpoint.
Lead the Transformation of the Customer Journey:
  • Map the complete customer journey across all channels, identifying opportunities and challenges from initial discovery through purchase and retention. This journey map will incorporate integrated CX requirements and outline the operational model for key cross-functional collaboration at each stage, such as:
  • Pre-Purchase: Develop customer journey stages across key touchpoints.
  • Purchase: Define requirements for online and in-store product selection, navigation, display, and packaging experience.
  • Delivery & Setup: Establish requirements for out-of-box experience and onboarding.
  • Use & Engagement: Define the overall vision and end-to-end app roadmap, including commerce, community engagement, CRM, and customer support, integrating CX requirements with product functionality and technical development needs.
  • Conduct user research and gather feedback to continuously enhance the journey experience.
Promote Cross-Functional Collaboration:
  • Encourage a culture of customer-centricity throughout the organization.
  • Lead the creation and implementation of a cross-functional RACI model for driving CX initiatives, including the app experience.
  • Collaborate with Product Management, Software Development, and IT to prioritize features.
  • Facilitate regular meetings and communication channels among key stakeholders involved in the customer journey and app development.
Drive CX Innovation and Best Practices:
  • Stay informed on industry trends and best practices in customer experience management, with a focus on mobile app experiences.
  • Recommend and implement innovative strategies to elevate the customer experience, including the app.
  • Champion thought leadership initiatives that position Bose as a leader in CX.

Bose is an equal opportunity employer committed to inclusion and diversity. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, age, disability, veteran status, or any other legally protected characteristics. Our goal is to create an atmosphere where every candidate feels supported and empowered in the interviewing process. Diversity and inclusion are integral to our success, and we believe that providing reasonable accommodation is not only a legal obligation but also a fundamental aspect of our commitment to being an employer of choice.