Sr. Director, Customer Experience

3 weeks ago

Framingham, United States Bose Full time

You know the moment. It's the first notes of that song you love, the intro to your favorite movie, or simply the sound of someone you love saying hello. It's in these moments that sound matters most.

At Bose, we believe sound is the most powerful force on earth. We've dedicated ourselves to improving it for nearly 60 years. And we're passionate down to our bones about making whatever you're listening to a little more magical.

The Marketing team at Bose consists of passionate, bold, and music-loving storytellers. We tap into the magic of what makes Bose, BOSE, and through our marketing efforts, connect that magic with people who relate to our belief that sound is the most powerful force on earth.

We are seeking a passionate and experienced Customer Experience (CX) leader to champion a customer-centric culture across the organization. This strategic role will be instrumental in defining and driving the company's CX vision and strategy, ensuring exceptional experiences at every touchpoint across the customer journey. As a member of the global leadership team, you will collaborate closely with DTC, Marketing Creative, Brand Strategy, Product Management, Development, and other key stakeholders to deliver a seamless and consistent customer experience that builds brand loyalty and fuels business growth.

Location: Hybrid in Framingham, MA (not negotiable)

Responsibilities:

Develop and own the CX North Star vision & strategy:

  • Define the ideal customer experience across all channels (direct & indirect), encompassing web, email/SMS, app, in-store, and product.
  • Craft a comprehensive strategy that aligns with brand and business objectives, prioritizing customer needs across all touchpoints.

Lead the customer journey transformation:

  • Map the end-to-end customer journey across all channels, identifying opportunities and pain points from initial discovery through purchase and retention. This journey map will include integrated CX requirements and define the operating model for key cross-functional collaboration for each phase, such as:
  • Pre-Purchase: Develops customer journey stages across key touchpoints.
  • Purchase: Define requirements for online & instore product selection, navigation, display, and packaging experience.
  • Delivery & Setup: Develops requirements for out-of-box experience and onboarding.
  • Use & Engagement: Defines 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 optimize the journey experience.

Champion cross-functional collaboration:

  • Foster a culture of customer-centricity across the organization.
  • Lead the development and implementation of a cross-functional RACI model for driving CX initiatives, including the app experience.
  • Collaborate with Product Management, SW Development & IT to prioritize Bose.xx/app features.
  • Facilitate regular meetings and communication channels between key stakeholders involved in the customer journey and app development.

Drive CX innovation and best practices:

  • Stay current on industry trends and best practices in customer experience management, with a focus on mobile app experiences.
  • Recommend and implement cutting-edge strategies to elevate the customer experience, including the app.
  • Champion thought leadership initiatives that position Bose as a leader in CX.

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